Customer Journey Management 101 for Telecom 
[Free eBook]

Essential Guide to Managing, Measuring & Improving Customer Journeys in Telecom


Most telecom providers have adopted customer feedback management (CFM) and Voice of the Customer (VoC) solutions, but despite this investment, 86% of organizations have failed to improve their CX scores. Why? Because CFM and VoC only capture part of the story and do not provide telco companies with the capabilities they need to identify meaningful customer insights and act upon them to make a quantifiable impact.

In this informative guide, you’ll learn what customer journey management is, why leading telcos are adopting this new approach and the value it brings to both your customers and your business. You'll learn about:

  • What customer journey management is, and what’s driving the need for this new approach in telecom
  • How journey management succeeds where traditional CX management and measurement methods fail
  • 3 primary capabilities of the customer journey management framework: journey mapping, journey analytics and journey orchestration
  • Actionable expert tips for how to align your organization around journeys and build a successful journey management program 

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