Helping a telecoms provider become customer-centric

Challenge

Operating in a highly competitive environment, our client needed to build customer loyalty and improve experience management for long-term success.

Approach

A Customer Experience (CX) programme covering key customer journeys was introduced to increase customer-centricity. Regular meetings were held to align everybody in the organisation and analyse root causes for customers' evaluations. CRM and operational data were integrated with customer feedback to monitor the impact of CX.

Insight

We use advanced analytics to integrate CRM and operational data with customer feedback, demonstrating the impact of CX on the brand's KPIs.

Impact

Revenue and operating profit have grown by 25% in the last 10 years. Our client has managed to reduce churn and expanded its leading position in the industry.