Guided Customer Journeys for Personalized Telecom Services as a means of Maximizing Customer Engagement
Customer experience is at the heart of all business, and customers increasingly know exactly what they want and how much to pay for it. What’s relatively new in the telecom industry is that operators have grasped the importance of managing customer journeys to create great customer experience.
One way of managing customer journeys is to motivate the customer, shaping their journey so they complete the purchase. Another method of perfecting the customer journey is to shorten it, by satisfying customers and creating a bond. But in general, the optimization of customer journey relies on improving touchpoints, the digital and physical channels through which the customer experiences the brand.