ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø

    India CX Report'25: Telecommunication

    Telecom is evolving into a dynamic ecosystem, leveraging cutting-edge technologies to deliver hyper-personalised and seamless experiences
    India CX Report'25: Telecommunication

    Did you know?

    real_estate_agent

    Customer retention is low for D2H providers with 50 per cent of switchers seeking better point-of-sale experience and wide range of content

    account_balance_wallet

    Customers� willingness to pay more is highest across the leading pillars of ‘Integrity� and ‘Empathy�, which are the top priority pillars for the segment

    support_agent

    61 per cent of customers consider pre-purchase experience as the most impactful stage across the purchase journey

    support_agent

    Majority of the consumers consider the pre-purchase and point-of-sale experience as the most impactful stage across the journey

    local_phone

    Customer retention is low for telecom with 52 per cent switchers seeking better service and online usage experience

    account_balance_wallet

    Customers� willingness to pay more is highest across the leading pillars of ‘Expectation� and ‘Integrity�

    India CX Report'25: Direct-to-home

    Findings across digital content services being provided directly to consumers' homes via satellite or dongle

    India CX Report'25: Network operators

    Findings across comprehensive telecom services addressing individual's need for data, SIM cards, calling, and more with seamless connectivity
    Improving customer experience will directly influence value-added services adoption. 61 per cent of customers feel that assessing the network operator is crucial, enhancing initial interactions can help expand the customer base. Looking ahead, omni channel support and customisation on plans will further influence advocacy as well as retention, offering personalised and seamless experiences.

    K G Purushothaman

    Partner, Head Technology Transformation and Sector Head - Telecommunications

    K G Purushothaman

    Our customer experience (CX) insights across sectors

    Mastering intentional experiences: India CX report' 25

    Benchmark experience from the customer’s viewpoint, to uncover prioritised attributes driving value

    Mastering intentional experiences: India CX report' 25

    Key Contacts

    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India

    Purushothaman KG

    Partner, Head Technology Transformation and Sector Head - Telecommunications

    ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India


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