Forbes: Alan Trefler’s Pegasystems Is On A Mission To Transform Customer Engagement

How Happy Are Your Broadband Customers?

Pegasystems surveyed more than 1,000 participants – a combination of consumers and business decision makers from telco/broadband organizations – to find out.

Customer Service Vision Vs. Reality

Survey results reveal that 92% of CSPs see customer service as a differentiator to retain customers, but only 52% say they deliver it, and only 26% of customers say they receive it. Here are the main perception gaps in broadband and telco customer expectations, where providers can take action to optimize and personalize the customer experience.

Moments of Truth in Broadband/Telco Customer Conversations

Moments of Truth in Telco

Our survey results reveal a major perception gap in the quality of customer service that broadband and telecommunications organizations think they provide compared to what customers are actually experiencing.

To find out more, download the full results of Pega’s new study, which can help telco and broadband providers create the best experiences possible to retain their customers.

Get the Full Report

Get the Full Report