Customer experience in the telco sector changes the starting point

[nurmohammadkhan]

Given the above, it is not surprising that many telcos are investing time and resources in projects and initiatives that improve the customer experience.

From this point of view, an example is TIM , which has implemented “TIM around the Customer” , a project based on various initiatives that focus on transparency, simplicity and respect for the customer.

TIM, in fact, has developed a vast and precise listening system, capable of detecting armenia whatsapp resource customer sentiment regarding the customer experience in the various “moments of truth”, such as web browsing, purchasing a product or service, contacting customer care, reporting a fault, interacting with a post on social media.

All this allows the company to collect as much information as possible about the quality of service perceived by the customer and to modify its services and customer experience depending on what has been detected.

In this way, every choice related to customer experience always starts from the customer (and information about him), who becomes the starting point and the center of the strategy focused on customer satisfaction and who as such must be listened to, monitored and analyzed constantly.

This example also demonstrates how every telco can no longer do without Big Data (source: Medium) , especially those that provide “human” information on customers, since they have become the necessary tool not only to know one's audience, but also to be able to predict consumer requests and their expectations (source: Tasil) , so as to satisfy them even before they appear on the market.

In a certain sense, therefore, the customer experience in the telco sector is changing because it aims to anticipate the customer rather than chase him.