Businesses and consumers want the new digital technologies that are transforming communications and media services, from 5G and faster fiber to company networks and VPNs for home-working. But audiences fall into different groups — and providers must meet the needs of each of them.
Some subscribers are looking for great deals on new products but are highly sensitive to a company’s brand reputation, value for money and service. Other businesses and consumers are struggling with bills and may be about to switch to a cheaper competitor.
Telecommunications and media companies must demonstrate great service — and with extra sensitivity, especially around vulnerable customers. But that’s hard when budgets are tight and quality agents are in short supply. Fortunately, tech can help.