2017 in review
Dec 21, 2017
In an article titled “Telcos miss the mark on customer centricity” Total Telecom editor Mary Lennighan last week reviewed a new study from customer experience specialist Ocean82 (https://www.ocean82.co.uk/). In this study, Ocean82 uses a “new method created to measure the evolution of a customer-centric culture as operators seek to become trusted partners to their customers. The firm calculated what it describes as a dizeme transform score, or DZ, to help assess a telco’s progress.”
According to the Ocean82 survey “AT&T and NTT Com lead the way in the evolution to becoming customer-centric organisations, but even they fail to reach the benchmark” set by the customer experience specialist. “No operator reached the benchmark score of 100, but AT&T performed the best of the global operators studied with a score of 88.1, while NTT Communications was close behind with 87.5.”
It comes a bit of a surprise that the CX experts ranked ngena no. 3, stating “the Next Generation Enterprise Network Alliance, whose partners include Altice, CenturyLink, Reliance Jio, PCCW, T-Systems and others – comes in third with a score of 81. Ocean82 pointed out that at the time of publication none of the partners was believed to be offering services over ngena, but noted that the group’s score would provide a baseline for future comparisons”.
Marcus Hacke, founder and Managing Director at ngena, stated: “This excellent rating is likewise an honor and a challenge, as ngena has to prove that with a growing number of customers, we can truly deliver this excellent level of customer experience via our partners. Still, we are happy to see that experts like Ocean82 believe that our alliance model is made to exceed customer expectations.”
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