Crossing the Customer Service Cultural Divide

Pegasystems surveyed more than 1,000 consumers and business decision makers from telco/broadband organizations to find out how they perceive their customer service experience. 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. This infographic highlights the main perception gaps in broadband and telco customer expectations, where providers can take action to optimize and personalize the customer experience.