The Covid-19 pandemic was a driving force for businesses to innovate and pivot strategies. Telco and other service providers have long been viewed as utility companies by today’s consumers – customers might not necessarily love their service providers, but they do love the things they make possible. At the start of the global quarantine, service providers around the world were under immense pressure to deliver their services effectively to consumers.
Service providers are now in the spotlight, and the silent customers who didn’t care who their provider was, now became their most important customers almost overnight. How can Telco and CSPs find these customers before it’s too late? One new innovative approach is for Telcos to protect and enhance their customer relationships by leveraging their data goldmine – Network data. The answer to the personalization-privacy paradox. But this is a challenge in itself because Network data is:
So how can Telco and CSPs make use of this data goldmine to deliver great experiences to their customers in a privacy-safe way? You need a new system that can embed privacy in its process to surface insights in near real-time for your organization to act on, swiftly and within context. There’s no point sending a customer a promotional offer when your customer has already been sent an overdue payment notification. They’ll want to know that you care for them, so it would mean a lot more if you gave a discount together with the bill – to ease financial stress. Imagine the joy you’d bring them knowing that they’ve got a provider who cares? And addressing the issue proactively puts you on the front foot in the conversation.
We spoke to Sheryl Kingstone, Research Vice President and General Manager from 451 Research about her latest research in Digital Transformation and the importance for Telco and CSPs to innovate their tech stack to meet the demands of today’s customers in our webinar, Navigating CX for Telcos: how to hyper-personalise in a privacy-safe way. Watch this on-demand and catch us discussing:
By no means all of the regulatory action under GDPR has been accomplished through fines on organizations. It is expected that the EU legal consensus regarding privacy will strongly influence their behavior. Since GDPR’s introduction, most regulators have taken a consultative stance, giving advice and looking for incremental improvements in behavior.
B2B2C shopping center operator HB Reavis used Intent Edge’s in-app insights to personalize event invites, achieving a record 287% click-through rate increase. This targeted outreach boosted retailer sales and footfall, proving the power of real-time shopper data for B2B2C success.
The telecoms industry holds some of the most extensive and detailed customer data of any sector. One major advantage for these firms is that the data they possess comes directly from their customers.
Over the last 20 years, there’s no piece of technology that has revolutionised the way we live and work more than the mobile phone. It has transformed from a clunky curiosity to a powerful pocket computer that is all things to all people.