The Covid-19 pandemic has accelerated the rollout of digitalisation causing disruptions in customer expectations and the manner in which telecoms services are purchased and used (Firth & Sharma, 2020). Telcos…
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…
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…