Omnichannel technology provider Now Interact recently conducted research into the personalization efforts of telecommunication providers, and the results are less than promising. As customers demand more from a personalized customer experience, these companies have been found to lag behind in this respect, instead employing a “one-size-fits-all” approach to CX, resulting in lackluster customer service and engagement.
These telecommunication companies (or simply telcos) were analyzed based on customer feedback from 54 of....