A global study of the mobile telecommunications market

Customer experience remains a top priority for every forward-thinking telco. However, delivering a seamless customer experience in an increasingly connected world is no simple endeavour. It requires management strategies that precisely address the modern consumer's preferences and heightened expectations while balancing the related economics of increasing competition.

This extensive study is a follow-up to our 2013 global study, identifying today's customer experience delivery plus key strategies and capabilities that operators are employing to provide a personalized experience in an increasingly complex digital world.

To identify better practices and trends in the mobile market, KPMG "mystery shopped" 124 mobile providers in 29 countries – including retail, digital and IVR/contact centre channels. This report provides a comprehensive and revealing global perspective on how operators are delivering a superior customer experience to today's demanding consumers.

This report provides insights into the global best practices and key trends that will enhance the ongoing efforts of telco's to create a better customer experience.