The 2021 CX Divide
While changing telecommunications (telco) providers can be an arduous process, it is set to become easier when the consumer data right (CDR) legislation is rolled out across the telco sector. The CDR will give consumers greater access to and control over their data, putting the power back into their hands; ultimately, it will increase competition and the ease at which customers can change providers.
For telco providers, it means they must prioritise and delight customers more than ever, including how they engage with customers and solve their issues.
This research shows the “big four” telco providers (Telstra, Optus, Vodafone and TPG/iiNet) maintain long relationships with customers as over half (53%) have a tenure of six or more years. But how much longer will they remain customers, if changing providers were to become so much easier?
The key to establishing and building relationships with customers lies in the interactions they have with their telco provider. So, it’s up to telcos to improve the quality of customer interactions in order to retain customers.
