Facebook Twitter LinkedIn RSS
    Trending
    • Galaxy Backbone to power smart police station across Nigeria
    • Nigeria and Japan unveil $11.2 million innovation hub in Abuja to propel economic diversification
    • Tenda and Coscharis Tech fortify alliance to bolster Nigeria’s Digital Landscape
    • NIBSS launches payment solution to advance Nigeria’s digital financial future
    • Firm launches tool to extract intelligence from unstructured business data
    • When Solving Real Challenges Goes Beyond Products & Services: PalmPay’s Bold Move for Social Impact in Northern Nigeria
    • USSD Users to Pay ₦6.98 per 120 Seconds as End-User Billing Starts Today
    • Nigerian Minister Dr. Bosun Tijani elected Vice Chair of ITU Council
    Facebook Twitter LinkedIn
    ITPulse.com.ngITPulse.com.ng
    • News
    • Interviews
    • Blogs
    • Analysis
    • Opinion
    • Videos
    • Press Releases
    • Pictures
    • Advertise
    ITPulse.com.ngITPulse.com.ng
    Home»Opinion»Telcos must embrace data-driven strategies to enhance customer experience
    Opinion 5 Mins Read

    Telcos must embrace data-driven strategies to enhance customer experience

    mmBy ITPulseAugust 13, 202412 Views
    Facebook Twitter WhatsApp Pinterest LinkedIn Reddit Tumblr Email
    Mirza Bukva
    Mirza Bukva, Head of Telecom Partnerships Africa at Infobip
    Share
    Facebook Twitter LinkedIn Pinterest Email

    By Mirza Bukva

    Customer experience (CX) plays a crucial role in determining success in today’s interconnected world of modern telecommunications. As consumers increasingly demand seamless connectivity and personalised service, innovative CX solutions must become a top priority for telecom companies looking to stand out in a highly competitive market. Previously, pricing and network quality were the primary factors for customer retention, but now CX has emerged as equally important. Adopting a new approach to managing telco CX requires embracing a comprehensive platform equipped with tools to streamline interactions, anticipate needs, and deliver personalised experiences. Fundamentally, data-driven analysis plays a crucial role in improving customer satisfaction, and an enhanced CX ultimately aids in customer retention. When organisations effectively leverage this valuable source of insight, they gain a significant competitive advantage.

    However, despite having abundant data, most telecom operators are not exploiting the full potential of analytics and insight-driven personalisation. This oversight prevents them from achieving a true competitive advantage and maximising revenue growth.

    Customer expectations can be met by plugging advanced data analytics into every stage of the CX journey, and given the complexity of telecom data, ensuring accuracy and consistency across various systems is imperative.

    The incorporation of Artificial Intelligence (AI) and Machine Learning (ML) into data analysis is becoming increasingly crucial for telecom companies. AI’s ability to analyse large datasets and recognise patterns will provide telecom companies with a potent tool for predictive analysis and decision-making. For example, AI can analyse customer behaviour and service preferences to anticipate future service demand, enabling proactive adjustments and personalised offerings.

    More telecoms are recognising the need to maximise value and personalise interactions in Customer Value Management (CVM), and not just in the support arena. They are increasingly incorporating preferred customer channels that enable rich communication, alongside marketing engagement solutions supported by a customer data platform.

    Additionally, the operational advantages are significant, as AI-driven insights lead to better resource allocation, reduced operational expenses and enhanced strategic planning. By leveraging these technologies, telecoms can not only improve their service delivery but also streamline their operations, resulting in greater overall efficiency and cost-effectiveness. 

    Personalised customer experience

    By adopting omnichannel strategies, telcos can offer personalised customer experiences across various channels and devices. This includes traditional touchpoints like SMS, voice and email, as well as popular messaging apps such as WhatsApp, Facebook Messenger, Viber, and Telegram.

    More critically, an omnichannel solution provides failover options and seamless transfer to support agents, while also enabling telcos to use customer data to contact them at the right time on the right channel and with the right message.

    Market trends suggest that subscribers are increasingly moving away from an app-only approach. Instead, they want to communicate with brands using their preferred methods, so businesses must ensure they are where their customers are.

    Furthermore, the adoption of emerging technologies such as 5G, the Internet of Things (IoT) and edge computing will redefine possibilities, opening new paths for growth and transformation. As we step into this new era, the shift of telcos from purely offering traditional communication services to becoming technology leaders highlights the industry’s resilience and capacity for reinvention.

    The future of telecommunications goes beyond connectivity to pioneering the digital frontier, offering unparalleled opportunities for innovation, engagement and growth. By embracing these trends, telcos can unlock new revenue streams, enhance customer relationships, and place themselves at the centre of the digital economy.

    Promising future

    As AI technologies and tools become increasingly prevalent in the telecom industry, the future looks promising, offering numerous opportunities for forward-thinking telco leaders. With the advent of the 5G network standard and the upcoming 6G, AI is set to continue transforming telecom operations, processes and services.

    Telcos must adapt to new technologies, address the current lack of automation and meet evolving customer needs. For instance, AI-powered chatbots and virtual assistants can enable telecom operators to provide high-quality customer service easily, reliably and conveniently.

    Utilising these bots allows telcos to offer personalised support, 24/7 assistance and prompt responses to customer queries, leading to enhanced customer engagement and satisfaction, reduced waiting times and efficient service delivery. Additionally, these bots can act as strong sales agents, identifying customer needs, recommending products and services, and facilitating purchases, thus driving revenue growth. To maximise these benefits, telcos should partner with a global engagement leader with unique industry expertise and reliable business guarantees.

    By leveraging advanced analytics, AI, and ML, telcos can enhance CX, streamline operations, and unlock new revenue streams. As the industry continues to evolve with the advent of technologies like 5G and IoT, telecom operators must prioritise personalised, omnichannel customer interactions to stay competitive. Embracing these innovations not only positions telcos as technology leaders but also ensures they meet the ever-evolving demands of their customers, paving the way for sustained growth and transformation in the digital era.

    Mirza Bukva, Head of Telecom Partnerships Africa at Infobip

    customer experience data-driven Telcos
    Share. Facebook Twitter Pinterest LinkedIn Tumblr Telegram Email
    mm
    ITPulse
    • Website
    • Facebook
    • Twitter
    • LinkedIn

    ITPulse is a wholly information technology communication (ICT) news website, with a special focus on the African continent. The website provides up-to-date biz-tech news, analysis and comprehensive and thorough insight into the continent's ICT terrain

    Related Posts

    The Evolution of Fintech: AI is Steering Fintech’s Transformation, By Bidemi Oke

    June 17, 2025

    A Call for Digital Justice, By Don Pedro Aganbi

    June 14, 2025

    Is this the end of USSD Banking in Nigeria? By Elvis Eromosele

    June 10, 2025

    Leave A Reply Cancel Reply

    Subscribe to Updates

    Get the latest creative news from FooBar about art, design and business.

    Latest Posts

    Galaxy Backbone to power smart police station across Nigeria

    June 21, 2025

    Nigeria and Japan unveil $11.2 million innovation hub in Abuja to propel economic diversification

    June 20, 2025

    Tenda and Coscharis Tech fortify alliance to bolster Nigeria’s Digital Landscape

    June 20, 2025
    About
    About

    Itpulse.com.ng is a wholly information technology communication (ICT) news website, with special focus on the African continent. The website provides up-to-date biz-tech news, analysis and a comprehensive and thorough insight info the continent's ICT terrain.

    Contact us: editorial@itpulse.com.ng

    Facebook Twitter LinkedIn RSS
    Latest Posts

    Galaxy Backbone to power smart police station across Nigeria

    June 21, 2025

    Nigeria and Japan unveil $11.2 million innovation hub in Abuja to propel economic diversification

    June 20, 2025

    Tenda and Coscharis Tech fortify alliance to bolster Nigeria’s Digital Landscape

    June 20, 2025
    Popular Posts

    Tenda and Coscharis Tech fortify alliance to bolster Nigeria’s Digital Landscape

    June 20, 2025

    NIBSS launches payment solution to advance Nigeria’s digital financial future

    June 19, 2025

    African innovators face perception deficit despite remarkable growth, says report

    June 16, 2025
    © 2017 - 2025 Itpulse. Designed by Max Excellence.
    • Terms & Conditions
    • Privacy Policy
    • Advertise
    • Contact Us

    Type above and press Enter to search. Press Esc to cancel.