PING! ZINE – Study highlights potential $4.6 billion saving for mobile operators

“Ironically, we found that knowledge about customers at the service provider end is becoming more and more incomplete as the different channels are not sharing their respective customer data. For instance, a customer’s online/self-service transactions or dialogue with a call center are often not visible to staff at the stores. One of the key benefits of multi-channels to service providers should be improved customer understanding and information, delivering an improved personalized experience,” said Northstream’s CEO, Bengt Nordström.

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European Communications - Omni-channel CRM could save operators €4 billion, claims study

Northstream CEO Bengt Nordström commented: “Ironically, we found that knowledge about customers at the service provider end is becoming more and more incomplete as the different channels are not sharing their respective customer data. For instance, a customer’s online/self-service transactions or dialogue with a call centre are often not visible to staff at the stores. [...]
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