Customer Experience Insights Enhanced with Tracking

Case Study Summary: Enhancing Customer Experience Strategy for a Telecom Giant

Client:

• A global telecommunications operator with over 230 million customers.

Objective:

• Replace an outdated Customer Value Analysis (CVA) benchmark.

• Create a more consistent, scalable, and cost-effective method to measure customer experience.

• Track performance across key markets and benchmark against competitors.

Approach:

• Regular interviews conducted with:

  • Prepaid and postpaid mobile subscribers in 8 key markets.

  • Fixed-line broadband users in 3 countries.

• Included customers from both the client and its competitors.

• Delivered:

  • Quarterly reports and

  • Interactive management dashboards for each region.

• Introduced a “what-if” simulator to model the impact of CX changes on revenue and profitability, combining tracker data with internal business metrics.

Outcome:

• The research program became a core element of the company’s customer experience strategy.

• Used by:

  • Corporate HQ and local operating companies to track strategic progress.

  • Management teams to assess individual and organizational performance.

• Helped align CX improvements with business impact, including revenue and profitability.

Sector:

• Technology | Focus: Brand and Customer Experience

Contact:

Shikha Dalmia | info@rekhaprocitylabs.com