开启电信客户服务新时代

Across sectors customer satisfaction is low with35%ofconsumers say they are “satisfied” or “very satisfied” withthe customer service provided by telecom companies Percentage of consumers who say they are “satisfied” or “very satisfied”with customer service provided by product or service provider 2. Data privacy and security drive trust One in threeconsumers is concernedaboutdata privacyandcyber security Percentage of consumers who say they are “somewhat concerned”or “very concerned” about data privacy and cyber security 60%say their mobile and broadband provider arenot doing enoughto keep their data safe or protectthem from acyber-attack 3. Market ripe for premium servicessuch as sustainability 68%of consumers are willing topay a premiumforimproved cybersecurity and data privacy and62%forsustainable products & services 4. Future of telecom customer servicelies in a hybrid model of AI and human Consumers preferautomated solutions, for tasks such as activation,upgrades, usage inquiries, and lost SIM card replacements. However,human agents remain key forempathy and complex problem-solving Percentage of consumers who prefer to talk to human agent versus self-service (including chatbots) 5. Reliability matters more than speed 70%of consumersprioritize reliability over speed. As digitaldependency grows,resilient and stable connectivityismore important than ever. Customer serviceFor our research, we defined customer service as assistance and support provided by an organization to its customers before, during,and after purchasing and using its products or services. It includes all interactions that a customer has with the organization across alltouchpoints, from initial awareness to post-purchase care. This message contains information that may be privileged or confidential and is the property of the Capgemini Group.Copyright © 2025 Capgemini. All rights reserved.