Customer experience

Myth #2 - Telco retail – OEM tools are enough to create satisfied customers

MCE staff

May 31, 2023

In the current retail environment, OEM tools are used for the majority of in-store and care-related experiences such as device onboarding, diagnostics, and content transfer. These journeys are often manual, error-prone, and time-consuming, especially in case of a change in device OEMs. Our research reveals customer friction for content transfer:

In the current retail environment, OEM tools are used for the majority of in-store and care-related
experiences such as device onboarding, diagnostics, and content transfer. These journeys are
often manual, error-prone, and time-consuming, especially in case of a change in device OEMs.
Our research reveals customer friction for content transfer:

35% of customer have lost or missing content.
32% have two more attempts to complete the content transfer.
40% experienced the need for manual corrections.
31% filed a complaint.

Watch MCE’s latest webinar to learn about new ways to create a seamless customer
onboarding experience while taking back control of retail customer journeys.You will also boost
your retail productivity and reduce the burden on the store WIFI infrastructure.

Find out more and watch our webinar on-demand today! 👉https://bit.ly/3O86rAE

#CX #digitaltransformation #telecommunications

https://youtu.be/hMnUVcZJFmc

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MCE is the AI-native experience layer for telcos, connecting legacy systems, real-time data, and intelligent workflows to power every customer interaction.

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