The provision of customer service by human representatives is still at the heart of telecom operators interaction with consumers. But advances in areas such as artificial intelligence, speech analysis, and synthetics functionalities are already changing customer service today – and by 2030 customer service will have been transformed.
In the complex environment of 2030, telecom operators will have to act as solution providers
We are still some distance from this vision, and many telecom operators are struggling to digitize their customer care. In this article, we show how to establish a sustainable approach that will identify new opportunities for telecoms, unlock significant cost savings, improve customer satisfaction, and hence increase customer lifetime value. This should support telecom operators as they navigate towards a vision of customer service for 2030 that will allow them to still play a vital role as a solution provider from the customer perspective.
