Consumer research and insights to help you develop successful engagement strategies
Successful consumer engagement at every stage of the customer lifecycle is key to business growth. As telcos face increasing competition, they need to effectively manage and digitize all aspects of customer interaction. They must shift from being reactive to proactive, maximize their omnichannel potential, as well as leveraging AI and real-time data to drive a personalized customer experience.
Seize opportunities with Omdia’s new Consumer Engagement Strategies Intelligence Service
Omdia conducted a survey of over 3,000 consumers across selected markets to gain insight into how customers interact with telco service providers. The survey report is among the deliverables within Omdia's Consumer Engagement Strategies Intelligence Service. Some of the key findings included:
-
Email was the most popular communication channel for consumer engagement, with nearly three-quarters of survey respondents saying they preferred to use this channel to interact with their service provider. It was also the most widely used by telcos, with over two-thirds of customers saying their service provider telco used email to connect.
-
Text (SMS) was also popular, with half of survey respondents saying they liked to use this channel. Over a third stated they preferred to use voice conversations – talking to a human agent.
Develop successful engagement strategies with best-in-practice examples of consumer engagement, technology assessments and analysis of future trends. Download the service brochure and request your exclusive service demo today.
