How Telecoms can Embrace the Omni-Digital Era

In all industries, customer experience plays an increasingly major role in purchasing decisions. A study found that it will overtake price and product as the key brand differentiator in 2020.

This is especially true in the telecommunications industry. As prices and offers are often similar between competitors, the experience is already the main criteria of choice. While telecoms are at the heart of innovations such as 5G and the use of messaging apps, not all of them embraced the omni-digital trend for customer service.

In this article, we introduce 3 challenges that telecoms should address to engage with omni-digital customers and differentiate through customer experience.

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