Unlocking Loyalty and Growth: Leveraging Conversational AI and Insights in Telco

Unlocking Loyalty and Growth: Leveraging Conversational AI and Insights in Telco

Customer churn continues to weigh heavily on telecommunications companies. 60% of consumers consider switching to a competitor after two or fewer bad interactions, while 17% consider leaving after just one. In a highly competitive industry, where acquiring new customers can be costly and challenging, retaining existing customers becomes paramount. 

Poor customer service doesn’t just fuel churn but also impacts new subscriber acquisition and profitability. By focusing on customer satisfaction and loyalty, companies can safeguard their revenue and maximise the lifetime value of their customer base. Prioritising customer happiness involves delivering exceptional experiences, addressing pain points promptly, and offering personalised solutions. By investing time and resources in retaining and nurturing existing customers, telecommunication companies can build strong relationships, foster loyalty, and ensure a sustainable revenue stream. 

During this masterclass, we will touch upon the following:

• How AI-powered solutions can enhance customer experience by providing personalized and efficient customer support, reducing customer effort
• Leveraging data insights to deliver targeted recommendations and tailored promotions to meet individual customer needs, enhancing loyalty and reducing churn.  
• How real-time guidance to agents can resolve customer issues more effectively  
• Utilising AI and analytics to identify customer demands, develop new service offerings, and deliver enhanced experiences that meet evolving customer needs. 
• Taking proactive measures to retain at-risk customers by analysing customer interactions and identifying churn indicators