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Telco differentiation comes down to customer experience

Julia Talevski | July 24, 2013
The growing importance of customer experience is one way for telcos to win and retain mobile customers, according to a new study by KPMG

"While this study benchmarked the prepaid market, the lessons are just as valid for all the other services offered by telcos, global chair of KPMG UK media and telecommunications practice, Graeme Ross, said.

"In an increasingly competitive industry, it is important to provide a best-in-class customer experience to add and retain customers," Ross said. "If a telco is not performing a task, its competitor will."


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