How telcos can redefine CX with a zero-touch network strategy
Introduction Telcos have been trying to keep up with increasingly digital lifestyles for years now. The pandemic has further amplified the demand for digitization, significantly impacting the way customers interact. More customers today prefer interacting with their service providers using digital touchpoints instead of visiting physical stores, and operators have already started to replace their conventional outposts. To remain relevant, MNOs need to fully digitize customer experience (CX). Having a digital-first strategy and building zero-touch networks enables them to move all customer interactions online while automating back-end processes. Why zero-touch networks? Zero-touch ne t works help operators minimize the need for physical touchpoints and support staff by ensuring all customer interactions take place through a website or mobile app using automation and AI chatbots. Operators can drastically reduce their investments of time, resources, and money by overcoming the cons...