Over three-quarters of UK telecoms companies now employ a senior-level customer experience professional, according to a report released today.
The report, ‘Are you Experienced?’ produced by web user experience specialists at the Mando Group, shines a light on the rise of customer experience as a key strategy for leading firms across all sectors.
Mando Group investigated the top 20 firms across a variety of consumer-facing sectors to establish whether these leading players employed a senior customer experience professional. The telecoms (78%) and banking (79%) sectors emerge as the customer experience front-runners, with the retail sector showing surprisingly as laggards.
In a statement sent to Mobile, Jonathan Seal, Strategic Director, Mando Group (pictured) said: ‘The challenge for today’s businesses is to provide a consistent and compelling user experience across all devices, and for that service to be available around the clock.
‘Customer loyalty is an ongoing issue for the telecoms sector, one made more complex by the emergence of services such as broadband and digital TV. Clearly, leading players in the sector are recognising customer experience as an important differentiator and are placing Customer Experience at the core of strategic decision-making.’