Digitalisation in the South African financial industry has been gaining significant momentum over the last decade (Romagny et al., 2021). Due to the quick entry of new digital players, the…
The telecoms industry is experiencing an accelerating pace of change leading to major disruptions affecting business, politics, and social life explains Mogg et al (2017). The traditional Telco business model is…
The Traditional Model: The traditional telco model was built around selling fixed and mobile services to mass market customers and businesses (Krishnan, 2019). In the past, customer demands were simple…
Exceptional customer service delivery ensures customer loyalty and retention, however, Telcos have set the bar very low for CX. Telcos have not developed customer centricity as part of their culture…