Altman Solon is the largest global telecommunications, media, and technology consulting firm. In this insight, we outline a practical framework for telcos to turn customer experience into a measurable source of competitive advantage.
Telco executives have long pledged to put customers first, but customer satisfaction scores tell another story. The telecommunications sector averages a global net promoter score (NPS) of just 31, the lowest of any sector. The gap between perception and reality is wide, as operators struggle to turn "customer centricity" from a slogan into a concrete, measurable impact.
Good customer experience isn't about slogans and grand gestures. What's most important is that it just works: the network runs seamlessly, interactions are quick, and customers know what they're getting and why it's a good value.
To achieve this, telcos must appeal in four dimensions:
Altman Solon helps telcos turn CX goals into measurable, successful outcomes. We leverage our deep telecommunications expertise and support operators across:
These capabilities help telcos focus their CX strategies where they matter most: aligning experience with customer expectations, reducing churn, and creating long-term value.
Download the full whitepaper for detailed insights and case studies on how telcos can design customer experiences that drive results.