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CS-TL-Cover.jpgA European mobile phone service provider was well aware that there were many customers who complained soon after billing. Not only did they want to reduce the volume of complaints, they wanted to understand the leading indicators in customer journeys that increase the likelihood of an eventual complaint.

What journey analytics revealed was a fine grained picture of customer dissatisfaction that not only challenged widely held beliefs, but created an opportunity to solve problems for customers before they ever approached the level of a complaint.

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