By managing a range of online communication and connectivity services, from phone calls to text messages, from instant messaging to interactive content, telcos have access to a complex body of knowledge that describes the individual and collective behavior of customers in an increasingly granular and accurate way.
Telcos are leveraging sophisticated analytics tools to er lists process vast data sets, extracting insights into individual users’ behaviors, preferences and needs and using them to design personalized solutions .
However, if they want to continue growing, telcos cannot rest on minimal forms of personalization but must amplify its impact at scale. They can do this by integrating data and analytics at every single customer touchpoint and synergistically using online and offline channels throughout the entire value maximization process and at every stage of the customer lifecycle, from acquisition to onboarding , from cross-selling to billing processes to loyalty. Only then will they be able to provide a superior quality of service that is effective in solving specific problems.