Consumers still favour ‘traditional’ service providers

Amdocs, a provider of customer experience solutions, has released independent research that explores the market forces driving The New World of Customer Experience, a world characterised by a rapidly changing competitive landscape and the ongoing need to compete by delivering a superior customer experience. The research shows that despite the competitive challenges from OTT players, the vast majority of consumers still favour ‘traditional’ service providers. However, while customers value their service providers’ customer experience, network quality and brand reputation, churn remains high within the industry.

The Amdocs Customer Experience Spotlight 2015, an independent research study conducted by IE Market Research (IEMR)

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