[CORRECTION] CEM Big Data: Reconnecting with customers

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eBook | CEM & Big Data: Reconnecting with Customers Telcos still lag in customer engagement and often make it difficult for them to give feedback, according to a global consumer survey by IBM. The key findings are summarized in this issue's cover story. Download Today! Telecom providers need to recognize that consumers are in control and are conducting conversations in which they may not be included. Just 38% of consumers contact their provider when they have negative experiences, but they share those bad experiences with friends, family and peers. One clear message from the survey is that despite investments in customer relationship management initiatives, the industry has not achieved its customer-related goals.

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