Communication & Media

Communication & Media

Downward pressure on customer numbers and traditional revenue lines, coupled with heightened competition is seeing organizations focus on cost initiatives to fund the transformation of their businesses. Increasingly, this is preventing them from building the CX that they need today, which buys them the opportunity to compete tomorrow.

Which is why we are asking both ourselves and our clients these questions to prepare for the new playing field in the communications industry:

  • Despite everyone recognizing the need to do it, why has no-one in the communications industry ‘cracked’ the key to building deep customer relationships – and customer loyalty?
  • If organizations across the board are investing so much in new technologies, why are so many under so much pressure today? Is the strategy wrong?
  • When it comes to the telecommunications space, who do customers really feel they have a relationship with – the telco, or those who provide products and services on your network?
  • How can organizations change to a value-based offering instead of competing on price or convenience?
  • We’re seeing a lot of rebranding taking place. If you are investing in your brand, are you also investing in your operation to deliver on the brand promise?
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs?
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today?

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

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