Still searching for a better customer experience | KPMG | JM
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Still searching for a better customer experience

Still searching for a better customer experience

A global study of the mobile telecommunications market


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Modern consumers have the world at their fingertips and are becoming accustomed to engaging with brands wheneverand however they choose: whether online, in-store or beingserved face-to-face. Today’s customers are increasingly wellinformed, aware of what they want and vocal in sharingtheir experiences.

As telecom markets around the world continue to become increasingly saturated, the ‘insatiable’ demand for data for usage of over-the-top (OTT) services has led to the decline of traditional voice and SMS usage, while further raising the service expectations of today’s modern consumer. With this backdrop, ‘customer experience’ continues to be a top priority for every forward-thinking telco. The time has come to truly put the customer at the heart of the business.

The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.

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