Quality of Experience in a Digital World: A CSP Action Plan for Millennials and Beyond

Our latest research reveals customers of communications service providers want easier to use digital channels, proactive and personalised offerings, and the ability to bring connected technologies to life.

While CSPs face steep uphill challenges, the study results point to specific, actionable ways to retain profitable customers and capture new ones with proactive, personalised high-quality service. Our research not only identifies the pain points where a lack of quality is driving churn, but it also highlights improvements that will drive the largest increases in retention and revenue.

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