PUBLICATIONS

ShortCut: Digital Customer Care Index 2021

tmt

Digitalization has profoundly changed how telcos interact with their customers. While in the past, customer care was restricted to in-store services and basic call centers, today's companies can choose from a broad variety of technology-enabled solutions. Digital customer care can establish a critical competitive advantage while reducing the cost of service delivery. The publication outlines success factors for becoming a truly customer-centric company.