1、Whats next for customer experience in the telecom industry?Insights from a global consumer study highlight the biggest opportunities.Telco transformedCustomer experience in a transformed worldShopping from the message stream,real-time mobile support,and even personalized videos.How will telcos deliv

2、er on all that potential?And where should they focus their eforts in the coming year?TELCO TRANSFORMED Consumers say they want even moreutility from their mobile phones:2,800global consumers,Sinch examined which digital interactions people find most valuable and how companies can deliver next-genera

3、tion experiences.Surveying overTelcos have an opportunity to drive powerful engagement.Today,driving customer engagment is largely about pushing one-way,one-time promotional messages that convert a small fraction of customers.This may drive incremental gains-but we see opportunity to take it even fu

4、rther.Transforming customer relationshipsTELCO TRANSFORMED:Transforming customer relationships Mobile is a CX supertool:Mobile is not just another channel;its the most personal,immediate place you can reach customers in hand or in pocket.Great customer experience is omnichannel,but in 2021,mobile mu

5、st be the centerpiece.Personalization goes interactive:In 2021,brands need to be building on personalization at the individual subscriber level while embracing new formats and new ways of interacting with customers like letting people shop inside the messaging stream and sending personalized videos

6、and dynamic rich media.Rich media drives even greater interaction:Too often,telcos use messaging to drive customers to the website,forcing them from one ecosystem to another.New rich-media formats empower companies to deliver dynamic,two-way interactions in the messaging stream.These new types of co