Growth, levelling and decline are clearly observed across some of the major offerings as well as highlighting emerging players. As Netflix continues its global growth, many other providers of TV/Movie services are enabling their own on-demand capabilities.
In this second instalment, we will discuss how to achieve a position of digital privacy leadership. Here’s how to exceed customer expectations about privacy and build stronger relationships with consumers based on trust and empowerment.
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.
Here’s the theory: if we take all the data we possess about customers, we could deduce a great deal and draw powerful insights. We could use this information to enhance customer experience better look after our customers and sell better products and services, tailored to their needs.
Telco Customer Experience and Marketing teams are failing to make emotional connections with their customers. They are frustrated because they are unable to use all of their data to develop rich customer insights. To add to their frustration they see other companies using data in a more personalised and engaging way than they are – we call this the Great Competitive Paradox.
The biggest problem that telecom operators face is keeping up with the demands of the connected customer. The bar isn’t being set by traditional competitors but by the renowned FANG (Facebook, Amazon, Netflix and Google) companies that have stolen wallet share and commoditised telcos’ offerings.
Data lakes have been around for eight years, and while the original concept was promising, many of the lakes have unfortunately turned into data swamps. This has prompted criticism of the concept itself.
Telco customers reward true personalization with high ROI. At the same time, they demand a brand experience that protects their privacy. A dataset that could solve both of those issues, when used correctly, is weblogs. An incredibly underutilized asset that all telcos possess. However, concerns about privacy, scalability challenges, and fears of potential misuse have created significant hesitation.
This week we were in New York to attend Forrester’s CX NYC, the 10th running of the event, with around 1300 business leaders converging to hear success stories and challenges with all things CX-related.
New artificial intelligence and machine learning techniques will help telecoms businesses make transformative changes to customers’ experiences of their brand. There is a new opportunity to become ‘customer first’, led by a human-like connection with each and every customer.
We were at the Customer Experience Conference for Financial Services #CXC2017 this week where the focus was on design, relevance and GDPR. Kudos to the organisers for bringing together an interesting selection of speakers.