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Customer Experience Management Study—Australia’s Telecommunications Sector 2015 : Benchmarking the Industry Excellence in Delivering Superior Customer Experience
In this Customer Experience Management study for Australia's Telecommunications sector, Frost & Sullivan examines the experiences deliveries provided by telecommunications companies to its customers. This study looks at the critical factors that influence customer behavior throughout the three phases (pre-purchase, purchase and post-purchase) of their journey. These factors are all examined on the basis of a number of service provider touchpoints.
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"The rate of annual growth worldwide will decline persistently over the forecast period, falling from 78% in 2015 to 30% in 2021." Cellular data traffic growth will continue to be stronger in emerging ...
"Telecoms retail revenue decline in Western Europe will be slower than in previous years, falling at a CAGR of –0.5% between 2016 and 2021." Slower revenue decline in Western Europe is a result of increasing ...
"Despite a decline in overall fixed revenue in Western Europe, fixed broadband and IPTV revenue will grow at a CAGR of 2.5% between 2015 and 2021." Fixed broadband revenue in Western Europe (WE) is expected ...