The sector continues to be a beacon for emerging customer sentiment, with cost, flexibility and transparency paramount. Consumers are looking to engage on their terms with little tolerance for high barrier behaviour from the organisations they transact with e.g. imposing contractual lock ins, clandestine pricing practices etc.
"The overarching must do for our sector this year is for companies to use their brands well. As consumers look to get more value for money and customer service increasingly gets delivered by non-human interactions, the need for trust and clarity will serve as critical differentiators in a sector marked by consumer volatility."
Nat Gross, Partner, Customer & Operations Consulting – Technology, Media and Telecoms
Technology, media and telecoms
The battle for consumer attention continues. The value for money demands of consumers coupled with ever increasing service expectations is leading to a focus on costs and technology-enabled productivity.
Read the sector overview
Say hello to your new AI colleague.
UK consumers want brands to resolve their problems quickly and with little friction however, they also do not want to interact with faceless technology. Read the CEE UK Report 2023 to discover how organisations leading in customer experience are striking the right balance between human and machine when anticipating and responding to customer needs.
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