The joint study was conducted by Infobip, a leading omnichannel communications platform provider, and Kantar about what telecom subscribers want. The objective is to understand what telecom subscribers want and, in turn, what telecoms around the world can do to improve their customer experience. More than 3,000 telecom subscribers aged 18 to 69 in 15 countries worldwide participated in the study. The findings disclosed that 53 per cent of subscribers switch operators due to poor customer service. Therefore, telecoms face challenges in becoming more customer-centric and communicating with subscribers through multiple channels in a unified manner.
