Monday, 14 June 2021

In the new digital world, customer experience is king

by Harry Baldock, Total Telecom
Wednesday 16 December 20

Total Telecom had the pleasure of interviewing CSG’s SVP of EMEA, James Kirby, about the changes the telecoms industry has seen during the Covid pandemic and why customer service is now more important than ever

As we draw to the end of 2020, nobody can deny that this year the Covid-19 pandemic has been a key factor in driving rapid digitalisation. But while many operators have reacted quickly to the heightened demand, with an increased online presence comes a new emphasis on customer service – something that some operators are being slow to improve.   Speaking to Total Telecom in a video interview, CSG’s SVP of EMEA James Kirby explained how customers have been growing increasingly accustomed to the excellent customer experience delivered by major over…

As we draw to the end of 2020, nobody can deny that this year the Covid-19 pandemic has been a key factor in driving rapid digitalisation. But while many operators have reacted quickly to the heightened demand, with an increased online presence comes a new emphasis on customer service – something that some operators are being slow to improve.   Speaking to Total Telecom in a video interview, CSG’s SVP of EMEA James Kirby explained how customers have been growing increasingly accustomed to the excellent customer experience delivered by major over…

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