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.
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.
Utter the words ‘data breach’, and the news spreads just as fast as any 5G network. Over the past 10 years, there have been 300 data breaches involving the theft of 100,000 or more records according to Forbes. And per the World Economic Forum, as of 2019, cyber-attacks are considered among the top five risks to global stability. Sadly, this news isn’t new. But considering that most of the individuals affected by the T-Mobile breach weren’t even existing customers, the headline doesn’t evoke much confidence.
The surge of digitalization in Spain and beyond is reshaping consumer habits, with online shopping, entertainment, and even healthcare booming. Businesses must evolve, tapping into AI-powered analytics tools like Intent HQ’s to personalize offerings, engage via preferred channels, and stay ahead of emerging trends. Failing to adapt to the digitized customer risks falling behind in this rapidly changing landscape.