Satisfying customers and the bottom line

The services provided by communications service providers (CSPs) are at the heart of our digital world. With more than 4 billion mobile broadband subscriptions globally, nearly 1 billion fixed broadband subscriptions, billions of connected devices and all these numbers rising every year,1 CSPs are central to business and consumer engagement. Yet, under tough competition and pressure on margins, CSPs are trying to uncover whether transforming their own digital customer engagement can improve key financial indicators, not just customer satisfaction. A new benchmarking study performed by the IBM Institute for Business Value (IBV) suggests they can.

1 International Telecommunication Union (ITU), World Telecommunication/ICT Indicators Database. “ICT Facts And Figures 2017.” January 2018.

Experts on the topic

Christine T. Dee, PhD

Christine T. Dee, PhD
Global Solution Executive – Digital Customer Engagement
Telecom, Media & Entertainment Industry

John Daley

John Daley
Director, Digital Transformation

Ken Kralick

Ken Kralick
Global Solution Executive - Digital Customer Engagement
IBM Global Industries - GBS Center of Competence for Telecommunications, Media & Entertainment

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IBV contact

Gillian Orrell

Gillian Orrell
Europe Benchmarking Lead, Institute for Business Value
IBM Global Business Services