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CXi Studies Enables Telecom Giant to Transform Its Brand Outlook

Telecom Customer Experience

Business Problem

A telecom company keen to transform its brand outlook contacted Borderless Access to improve the customer experience. The company wanted to move past its brand image, which portrayed its network as a technical tool rather than a product. Subsequently, the telecom company sought Borderless Access’s help to get on-ground insights.

What We Did and How

We took a 360-degree approach to assessing the brand’s performance, customer perceptions, and competitive landscape. Using our CXi capabilities, we looked at metrics such as customer lifetime value, NPS, and other advocacy scores. We conducted a max-diff driver analysis to determine the driving attributes, likeabilities, and preferences for specific features and offerings to get a comprehensive view of customer satisfaction.

Key Insights

The advanced CXi studies conducted by Borderless Access assisted the telecom company in identifying customers who are most likely to bounce in response to poor networks. The analysis helped them understand how to reduce capital investment and increase sales conversion.

Client Impact :

The company was able to identify areas of strength and weaknesses in the overall customer experience, involving emotional and technical elements to devise strategies to maximize ROI.

Market

USA

UK