Service transparency: The next radical change in customer experience

The concept of ‘Service Transparency’ in the telecoms industry broadly refers to the concept of communication service providers (CSPs) openly providing timely information about network outages and faults to its customer base in a proactive fashion.

This may seem like an obvious facet of the modern customer relationship for consumer and B2B customers alike, but this has not always been the case and many CSPs still struggle in delivering the right level of transparency. This was the opening point made by the panel in the TM Forum Digital Transformation World Series session Service transparency: The next radical change in customer experience.

 Digital
ServiceNow

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