{"id":701672,"date":"2022-02-22T09:24:00","date_gmt":"2022-02-22T09:24:00","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?post_type=research-and-insight&#038;p=701672"},"modified":"2025-03-27T11:58:31","modified_gmt":"2025-03-27T11:58:31","slug":"one-to-one-customer-engagement-for-telecoms","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/one-to-one-customer-engagement-for-telecoms\/","title":{"rendered":"One-to-one customer engagement for telecoms"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2022\/04\/Capgemini_Expert-Perspectives_How-a-few-operators-have-changed-customer-communication-forever.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:53% 32%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Telco<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">One-to-one customer engagement for telecoms<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2022\/02\/Capgemini-1-1-CE-Telco-Whitepaper_Final.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download whitepaper<\/span><span class=\"type\">1 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/one-to-one-customer-engagement-for-telecoms\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/one-to-one-customer-engagement-for-telecoms\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">To win the hearts and minds of today\u2019s customers, Telecom organizations need to go beyond the capabilities of traditional Customer Data Platforms (CDPs).<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video is-style-default\"><div class=\"bg-color video-align-left\"><div class=\"container\"><div class=\"row video-align-right\"><div class=\"col-md-12\"><div class=\"video-align-right row box box--4 box--mini\"><div class=\"col-md-1\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/Xusnon-AkHY\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-3\"><h3 class=\"Video-title\" data-maxlength=\"34\">One-to-one customer engagement<\/h3><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Enterprises must embrace a dynamic program of customer experience and journey management \u2013 one that delivers personalized engagement across all customer touchpoints while anticipating each customer\u2019s behavior and addressing their needs. This must be done in real-time, so these impactful experiences are delivered when they\u2019re needed, seamlessly across all channels.<\/p>\n\n\n\n<p>Becoming real-time data-driven is a challenge to telcos\u2019 marketing operations. It changes the daily relationship with customers, making it more powerful, real time, and focused on their individual needs. It also requires deep attention to data and relating it to customers\u2019 concerns. Marketing leaders struggle with transformation efforts for three main reasons. <\/p>\n\n\n\n<p>First, they often see transformation as overhauling technology when it is about moving the organization towards creating new value. Second, they forget to put customers first and focus too much on internal processes. Third, innovation efforts are dispersed among teams and domains without adequate coordination and cooperation.<\/p>\n\n\n\n<p>We help our telco customers implement a pragmatic program with a new generation of cloud- and AI tools. Find out more in our POV \u201cEffective real-time data-driven marketing activation for telcos\u201d.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":34,"featured_media":832444,"template":"","meta":{"cg_dt_proposed_to":[0,0,0,0,0,0,0,0,0,0,0,0,0,0],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"0cdab9a8-6ba5-428d-bac9-7d888b14067e\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":false,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":387,"primary_term":"Telco","featured_focal_points":""},"tags":[],"research-and-insight-type":[72,68],"theme":[387,385],"brand":[],"service":[],"industry":[104],"partners":[],"content-group":[],"class_list":["post-701672","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","research-and-insight-type-report","theme-customer-first","theme-telco","industry-telecoms"],"yoast_head":"<!-- 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