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PCCW-HKT is the smallest of the five mobile operators in Hong Kong, which is an intensely competitive market that is approaching saturation. This case study looks at how the operator improved customer loyalty and reduced churn through a top-down customer experience management (CEM) transformation programme.
Executive summary: PCCW-HKT, the smallest of five CSPs in Hong Kong, transforms the customer experience in its operations and customer care
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