Heydon Hall, Chief Information Officer at DFA emphasises that customer retention is the most important aspect that telcos must embrace .
In today’s interconnected world, the South African telecommunications sector finds itself at a crossroads. According to a recent survey by PwC, it’s evident that customers are increasingly dissatisfied with the level of service provided by telcos. In 2022, a staggering 90% of South African telco customers expressed their discontent, positioning telcos as the second-worst performing sector in terms of sentiment.
While experts often segment sentiment by sector, Hall argues that most companies are essentially engaged in selling similar products or services. Consequently, he suggests that it is vital for every brand to prioritize delivering the best customer experience and sentiment by integrating streamlined processes, technologies, operating models, and communication channels.
Francois Swart, the Chief Technology Officer at Vumatel, acknowledges that digital transformation is a powerful force compelling industries to rethink their approach to meeting customer demands. The COVID-19 pandemic and subsequent lockdown measures have accelerated the adoption of digital systems across all sectors. The development and application of AI in business process tools have also made significant strides.
The commitment of companies to improving customer service is evident in their substantial investments in this area. Swart notes, “With the implementation of Salesforce CRM across the group, MAZIV is well-positioned to meet and exceed customer expectations while laying the groundwork for future advancements in AI capabilities and tools.”
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