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CSPs reveal better customer experience in telecoms is more important than reducing costs

27th January 2011

MDS today announced the results of a delegate survey from this week’s Customer Experience Management in Telecoms conference.

It reveals that the main concern for communications service providers’ (CSPs) business customers in 2011 will be better customer experience (65%) ahead of reducing the cost of their service plans (32%) with their CSP.

Questioning 62 attendees from the show, including delegates from CSPs such as BT, Vodafone and Swisscom, only five per cent of those asked think that their business customers’ primary concern will be new services.

Held in London from Monday 24 January 2011 and closing today, Thursday 27 January, this year’s Customer Experience Management in Telecoms conference saw delegates discussing how customer retention was becoming a bigger priority for CSPs than customer acquisition.

In response to demand for better customer experience across business customer bases, a third of delegates (32%) at the event said that increasing profitability of their business customers would be the biggest challenge of 2011. Managing customer expectations was predicted to be the second biggest challenge faced by CSPs in 2011, whilst nine in ten (89%) of those asked said that investment in customer experience management would increase their profitability.

Matt Hooper, CMO for MDS and chair of the second day’s agenda for the conference, commented on the results, “There is a stark realisation amongst CSPs that their business customers, represent a significant opportunity to increase revenue growth, profitability and customer satisfaction across the wider business. At MDS, we understand that by enabling service providers to grow and add value to their business customers through investment in customer experience management, they can become more agile. This agility covers enabling customers with a ‘single view’ of products and services, as well as on-line self care and e-billing capabilities which are becoming a key differentiator for CSPs in helping business customers manage their communication services more effectively. This year’s Customer Experience Management iin Telecoms event has sparked debate amongst leading figures in the industry as to how we can all work to better support customers with compelling, targeted, multi-care and service offerings.”