According to EY, the cost-of-living crisis is the biggest risk facing the telecoms industry in 2023-241. It is affecting such large swathes of both the consumer and business customer bases that it cannot be ignored.
The World Economic Forum has gone so far as to call the current situation a ‘polycrisis’ – a series of interconnected crises that together have resulted in soaring inflation and flattened demand. The result is that customers are re-evaluating the value proposition of all their services – including telecoms2.
In the past, customers might not have paid too much attention to their bills, provided they were roughly what was expected. Today, they’re refocusing on their bills as never before. They’re checking their costs, packages and bundles; trying to figure out if they’re on the best deal; and ready to dispute charges that previously they might have simply waved through. This has brought their attention to the fact that bills aren’t always easy to understand or use.
In this report, we're going to look at how better-designed bills can help communicate cost increases more effectively, as well as make bills clearer and easier to use. We're also going to look at how billing data can be used to empower internal teams, help Service providers become more proactive around revenue management, boost the uptake of self-care, and personalize their approach to customers.
As service providers rapidly adopt AI to transform their operations and customer interactions, Calvi looks at the benefits they can derive from applying the technology to their bills and billing data. In the billing domain, generative AI offers a range of efficiency and customer experience enhancements. Let’s look at four of these.
Service providers are investing heavily in AI, but the success of these investments relies on having access to the right data. In telecoms, billing is one of the most important customer data sources. Find out why mastering billing data is a critical step in optimizing the success of AI, as well as the three main ways AI + billing data can be utilized.
15% of the global population has some form of disability, including visual, auditory, or cognitive disabilities. In many countries, it’s now a legal requirement to ensure that people with disabilities can access the information they need.
