Technology, media and telecoms
It's time for AI-X
The next evolution of customer experience coming soon
Customer Experience Excellence Report UK 2024/25
The sector continues to be a beacon for emerging customer sentiment, with cost, flexibility and transparency paramount. Consumers are looking to engage on their terms with little tolerance for high barrier behaviour from the organisations they transact with e.g. imposing contractual lock ins, clandestine pricing practices etc.
"The overarching must do for our sector this year is for companies to use their brands well. As consumers look to get more value for money and customer service increasingly gets delivered by non-human interactions, the need for trust and clarity will serve as critical differentiators in a sector marked by consumer volatility."
Nat Gross, Partner, Customer & Operations Consulting – Technology, Media and Telecoms