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Perspectives

Keeping It Simple & Digital

2017-06-01


Fighting an increasingly saturated consumer market, rising customer churn and the high cost of telephone and other labor-based channels, communication service providers (CSPs) have a secret weapon they must use: simplicity.

That’s one big takeaway from our fourth annual Communications Service Provider Customer Experience Survey. In question after question, consumers told us that interacting with their provider is too confusing or complicated. In some cases, dealing with their CSP is getting harder, not easier. As a result, they turn to more expensive labor-based channels.

CSPs that increasingly rely on lower cost digital channels have options. In fact a good many consumers that we surveyed, particularly millennials, are more than willing to engage online and even share personal information with their provider if they can be treated to highly-curated experiences. Moreover, a significant number of millennial respondents see CSPs as a provider of choice when it comes to connected home and related service offerings. Read on to learn more.

To learn more, visit the Communications section of our website.

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Keeping It Simple & Digital