{"id":556158,"date":"2025-04-23T13:39:54","date_gmt":"2025-04-23T11:39:54","guid":{"rendered":"https:\/\/www.capgemini.com\/se-en\/?post_type=research-and-insight&#038;p=556158"},"modified":"2025-05-27T13:40:40","modified_gmt":"2025-05-27T11:40:40","slug":"unlocking-a-new-era-in-telecom-customer-service","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/se-en\/insights\/research-library\/unlocking-a-new-era-in-telecom-customer-service\/","title":{"rendered":"Unlocking a new era in telecom customer service"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Customer-Service-CRI-Report-2880-x1880-px-Banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Unlocking a new era in telecom customer service<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Telco_CS_CRI_infographics_20250423_V08.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the infographic<\/span><span class=\"type\">838 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1116904\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1116904\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-only-35-of-consumers-are-satisfied-with-their-current-telecom-customer-service\">Only 35% of consumers are satisfied with their current telecom customer service.<\/h3>\n\n\n\n<p>While this stat highlights a clear challenge, it also presents a powerful opportunity for telecom companies: to stand out through exceptional service that drives satisfaction, loyalty, brand trust, and growth.<\/p>\n\n\n\n<p>In our recent research report from the <strong>ÎÚÑ»´«Ã½ Research Institute, Unleashing the value of customer service,<\/strong> we explore the critical role of this function in today\u2019s customer experience and identify the preferences, expectations and requirements of telecom customers.<\/p>\n\n\n\n<p>The telecom-specific infographic reveals:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Which telecom service interactions customers want to solve with the help of an agent, versus self-service<\/li>\n\n\n\n<li>What customers prefer between speed and reliability<\/li>\n\n\n\n<li>What value-added services and features customers are willing to pay a premium for, such as security, speed, and sustainability<\/li>\n\n\n\n<li>How consumers expect telecom service providers to protect data privacy and security<\/li>\n<\/ul>\n\n\n\n<p>Download the full research report <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/20th-March-Customer-service-transformation-CRI_Final.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a> to learn how organizations across industries can turn customer service into a strategic differentiator.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Only 35% of consumers are satisfied with their current telecom customer service.<\/p>\n","protected":false},"author":189,"featured_media":556159,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":221,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[144],"theme":[221],"brand":[],"service":[41],"industry":[40],"partners":[],"content-group":[],"class_list":["post-556158","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-customer-first","service-customer-experience","industry-telecoms"],"yoast_head":"<!-- This site is optimized with 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