customer side telecom professional

As consumers navigate their way through these challenging times, understanding and acting on customer conversations will be critical for telecoms to drive measurable and sustainable improvement in customer satisfaction and loyalty. Automation helps telecoms deliver the kind of frictionless experiences that consumers today demand while reducing operational costs.

As a former ‘customer side’ telecom professional, I’m in the fortunate position of having regular and open discussions with CEOs and CIOs across the industry.

We talk about the issues and challenges facing the telecom industry and the exciting opportunities for change and growth.

Not surprisingly, a major topic among us in recent months has been the impact of the COVID-19 pandemic and the lessons learned from this period. While the lifting of lockdowns brings a shift in focus, it is still unchartered territory, and how the industry can best move forward remains an open question

To gauge sector opinion on this issue, we recently held a roundtable (virtual, of course) with five major telecom players across EMEA. It was a fantastic opportunity to hear about the experiences of digital transformation and the major role it’s playing in shaping post-COVID strategies.

I’ve outlined the key takeaways from the session and our conclusions about what is really needed to achieve resilient and effective digital transformation in telecom organizations.

We all agreed that creating the best possible customer experiences required starting with the experiences of our own employees. A happy and fulfilled workforce is more productive, collaborative, and more likely to embrace change. Employee satisfaction remains one of the most important goals for any telecom business.

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