The Drive To Enrich Customer Experience

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Executive Summary

It is a sign of the times - Communication Service Providers (CSPs) are starting to emphasize the quality of their all-round customer experience rather than just the raw speeds or other technical features of their offerings. Take O2 - in the UK it has been advertising its Home Broadband service as "Voted number one in customer satisfaction". Meanwhile, Vodafone's CEO, Vittorio Collao, told investors in late 2008 that one of the core pillars of its strategy now is to "?drive. CSPs are recognising that customers are becoming far more demanding about relationships with their providers as communications technology becomes an integral part of their lives.

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