Guillaume Sachet and Kyaw Pine - Accenture
16 Oct 2008
This 'user-generated customer experience' model will create a fundamental shift in the way telecom operators handle their customers. Customers will originate and drive interactions with their own models and structures, sometimes even by-passing operators.
Operators looking to invest in customer experience must realize that it is arguably part of their corporate strategy that requires both human capital as well as financial investments.