At IQPC’s recent CX Telecoms Exchange in London, Intent HQ hosted a Think Tank session tackling some of the key challenges faced by Telcos today.
The packed-out session was led by our Chief Client Officer, Sharifah Amirah and our VP Global Sales, Dave Wardell. Delegates were challenged to assess how mature their organisation is in terms of Customer Intelligence. We discussed their organisation’s ‘readiness’ to support a Customer-First approach, and ability to win back customer wallet share from the FANG players.
Sparking a discourse about what Telcos are doing to tackle FANG companies stealing their lunch, Telefonica O2 shared insights into their customer experience strategy and how they are meeting current consumer demands. Dave explains more about the biggest problem facing telecom operators and the most common customer experience challenges in this exclusive interview here:
Great Competitive Paradox
Read more if you’re worried about Netflix eating your lunch.
Having worked in Marketing for over 25 years, much of it in relationship marketing and loyalty, I am not sure that many days have gone by where the words brand and sticky, or some synonym for sticky haven’t been mentioned in the same sentence, PowerPoint slide or plan on a page.
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Telcos are at an inflection point. For years, they’ve faced mounting pressure from better-funded, more innovative tech competitors, and seen a return on investment, profits and market share slowly dwindle.
Life is a digital experience for most customers. Big as it already is, the importance of customer data continues to grow. We are told that “data is the new oil.” Some of the largest enterprises on Earth are founded on data such as Google, Amazon, Alibaba, Facebook, Netflix, Salesforce, Microsoft, and Oracle. Many of these big tech firms didn’t exist 25 years ago, making their success astonishing.