Insights

The member firms of Cordence Worldwide make waves. Browse through our white papers, media, and perspectives.

  • Designing a Better Customer Support Model in Telecom

    15 May 2018
    North Highland, Member Firm (US and UK)

    Changing industry dynamics, increased competition, and a historically negative reputation for fair and efficient customer support is forcing incumbent telecommunications providers to reconsider their business, and more importantly, their customers in a new light, as noted recently in Forbes.

    Competition from the likes of Amazon and Netflix, who provide both world-class services and customer support, continue to siphon customers away because the incumbents inconsistently apply the core dimensions CX – empathy, ease, relevance and orchestration – as they design and operationalize customer support experiences.  As incumbents look to combat this competitive pressure, it is paramount that Product, Business, Technology, and Support teams work collaboratively across the entire CX ecosystem to design and orchestrate personalized and responsive customer support.

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