CX+ Technology, Media & Telecommunications

Handheld devices and network and streaming media service providers have seen increased consumer usage during the pandemic. The essential infrastructure of communications and connectivity has found itself at the centre of daily life, with more people working, schooling and socialising from home. Brands that adapt to better meet people’s evolving needs can find innovative ways to drive preference, loyalty and advocacy. And managed effectively – even a negative customer experience can be turned into an opportunity.

How can technology, media and telecommunications (TMT) brands leverage the current momentum to better meet people’s evolving needs?

CX+ identifies the top ranking brands in these industries – and how to learn from them.

With tech convergence, diminishing net neutrality and emerging global media giants, the world will see vigorous competition for the eyes and ears of consumers globally. As tech brands jockey for prime positions in a move towards owning the end-user relationship, CX will become increasingly important. But that requires understanding the customer and their specific needs. CX+ 2020 TMT data show what people crave and what they get, remain diametrically opposed. Find out where this and many other CX tech gaps exist to accelerate your brand to the top of the list.

What customers ‘want’ and what they ‘get’ are diametrically opposed

Network service providers

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Please get in touch to find out how CX+ can help you navigate the challenges facing your sector. We have many more learnings and case studies about the top-ranking brands and a whole suite of in depth brand and category reports for sale.