NEW DELHI: Amdocs, the leading provider of customer experience solutions, today released new independent research that explores the market forces driving The New World of Customer Experience, a world characterized by a rapidly changing competitive landscape and the ongoing need to compete by delivering a superior customer experience.

The research shows that, globally, despite the competitive challenges from over-the-top (OTT) players, the vast majority of consumers still favor “traditional” service providers.  However, while customers value their service providers’ customer experience, network quality and brand reputation, churn remains high within the industry.

The Amdocs Customer Experience Spotlight 2015, an independent research study conducted by IE Market Research (IEMR) on behalf of Amdocs, highlights the importance of providing a superior customer experience in order to retain as well as attract new customers, such as including a carrier-grade Wi-Fi strategy to combat the threat of emerging players in the mobile market and offering multi-play bundles to win market share. The global survey was conducted among 8,450 consumers in 17 countries including India, Thailand, Philippines, Singapore and other countries across Europe, North America, etc.

In India, the research found that 31 percent of the respondents would switch to OTT players if they offered mobile connectivity, much higher than the global figure of 20 percent. Nonetheless, customers would recommend their service providers to friends and family if they experience great customer care (94 percent), quality internet coverage (62 percent) and competitive pricing (86 percent).
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