Has the COVID-19 pandemic fast-tracked customer digitalization?
Unlike most businesses, CSPs and telco-focused businesses are in the center of the digital world, yet there’s always room for more due to business processes that are isolated. CSPs use the latest in technology to offer their clients the best in services, but do they do the same when interacting with their customers? We can clearly identify the absence of digital adoption by focusing on the interaction between CSPs and their customers. For instance, prior to the digital evolution, customers were able to visit a store and solve their problems face-to-face with a company representative. However, since the digital evolution, customers can now receive the same service through a website or an app.
As CSPs expand the more technology is brought in to address the specific wants and needs of the customers. For instance, online chat. The requirement for a CSP or telco-focused business maybe involve supporting online chats, however, would that specific feature be available to all agents regardless of the channel of communication used by the customer. It’s the later part that is often forgotten and is why an increased number of digital transformation programs need to be in place.
- Enhance the user experience through digital functions
- Drive costs down and improve operational efficiency
- Develop income streams outside communications and connectivity
The graphic below from TM Forum highlights the three main reasons certain CSPs have opted for digital transformation.
A few key trends and comparisons were also drawn out to help focus on the need for digital transformation programs for CSPs:
- Increased use of self-service applications
- Increased Operational expenditure (OpEx) savings
- Bring in new business
- Improvements in the Net Promoter Score (NPS)