It is quite clear that we all believe the new trend is to customize the offers so everyone receives exactly what he wants. In addition to being the new mantra, this fits perfectly with the search for the perfect balance in economy: that each one pays for each product or service what is willing to pay for per its needs. In the telecommunications sector, this utopia is sought through hyper-customization, which could become too much if we consider that most people are "followers" instead of "followed". This is important, because it means that a large majority of people do not really know what they want, but follow trends marked by third parties. Some enlightened ones, like Henry Ford, left us celebrated quotes like the one about the faster horses, but you do not have to go very far —surely, Steve Jobs left us some similar pearls. In sum, customization is an important factor, but possibly it is more so to be an influencer, and operators seem to be less and less “influencers”.
With My Digital Moments, Operators Can Create the Perfect Digital Customer Journey
Customer experience is the new battleground for telcos. Forrester Research found that 72 percent of companies say that improving customer experience is their top priority. As a provider, if you can engage your customer at the right time with the right personalised service, you have an opportunity to deliver value, establish loyalty and grow your business.
So, what do customers want? To start, they expect full control of their digital life, and the freedom to build their own personal ecosystem of apps and services … Keep reading the original blog post here