We surveyed nearly 21,000 consumers in 42 countries that account for 73 percent of global population and 90 percent of global GDP. What did they tell us?
The primary hurdle telecom companies face today is their low customer experience reputation, which has affected customer loyalty. To find out more about this, the IBM Institute for Business Value conducted a survey based on three specific aspects:
- Consumer experiences with the basic (network) services, in particular video
- The extent to which telecom companies create meaningful connections with their customers
- Digital trust and the willingness of customers to share personal data with their telecom providers.
About the authors
Global Industry Leader, Telecommunications and Media & Entertainment
IBM Global Business Services
Communications Sector Leader
IBM Asia Pacific
Rob van den Dam
Global Telecommunications Leader
IBM Institute for Business Value
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