Case Study: a leading telecoms provider increases customer loyalty and revenue with Kantar's CX programme

An integrated CX programme from Kantar helped a telecoms provider increase customer loyalty and ultimately revenue

A leading telecoms provider faced the challenge of operating in a highly competitive market and needed to improve customer experience management to build greater loyalty for long-term success. To address this, they engaged Kantar, who implemented an integrated customer experience (CX) programme.

Kantar's solution involved creating a CX programme that covered key customer journeys, integrated CRM and operational data with customer feedback, and used advanced analytics to demonstrate the impact of CX on business KPIs. This approach helped the telecoms provider become more customer-centric. The measurable impact was significant, with the client growing revenue and operating profit by 25% over ten years, reducing churn, and expanding its leading industry position.