3 ways telecommunications companies can improve the customer experience

  • ServiceNow Blog
  • Solutions
  • 2021
  • Telecommunications
September 30, 2021

Improving telecommunications: A businessman stands in a concrete structure holding a phone.

The COVID-19 pandemic brought connectivity to the forefront, as companies quickly shifted to remote working. As the new world of hybrid work emerges, connectivity continues to be at the center of conversations, putting pressure on telecommunications companies to deliver.

At the same time, customers are demanding a better user experience with more consistent, high-quality service, shorter wait times, and personalized interactions. For telecom companies to meet these demands and continue to thrive, they must change their ways of thinking to put customers at the center of the business while also finding ways to cut costs.

ServiceNow can help telecom companies improve the customer experience in three key ways:

1. Take a people-first approach

Telecom companies that don’t adapt to customer demands won't be able to compete in the marketplace. In a global market expected to reach $2.7 trillion in 2021 and $3.5 trillion in 2025, according to Research and Markets, that’s a risky move.

Our on-demand webinar Putting customers at the heart of digital transformation will walk you through British telecom company BT Group’s service experience transformation. Hear from BT Principal Enterprise Architect Alex Bell how adopting a cloud-native, co-innovation plan led to the company's “digital born” portfolio strategy.

Omdia analyst James Crawshaw and Chris Holmes, ServiceNow telecommunications industry director, join Bell for this in-depth discussion.

2. Embrace integration

One thing that can help customers have a more seamless experience with telecom companies is integration and interoperability of components within their IT systems. Open APIs can facilitate that by enabling plug-in capabilities a company might not have on its own, such as click-to-call.

Watch our How to lead in the open API economy webinar to learn about the more than 50 REST-based open APIs developed by members of the TM Forum. You’ll also discover how these APIs are being used, their benefits, and what they mean for customers.

3. Support connectivity as a service

In its simplest terms, connectivity as a service is an end-to-end managed service that bundles connectivity technologies to best meet user requirements.

Our TM Forum: Connectivity as a service webinar tackles this subject head-on to provide insight into the advantages of adopting a CaaS business model and enabling CaaS services. You’ll learn how much automation is required for these solutions and how they can put your organization in a better position with customers. Panelists include:

  • Tim McElligott, senior analyst at TM Forum

  • Andrew De La Torre, group VP of technology at Oracle Communications

  • Chris Holmes, head of telecom, media and technology at ServiceNow EMEA


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