Telecoms must adapt to the omni-digital era, prioritizing digital channels as 72% of customers prefer using their favorite means of communication. Customer experience has surpassed price as a key differentiator, pushing telecoms to streamline interactions across platforms like WhatsApp, Messenger, and in-app messaging. Integrating AI enhances productivity by automating responses and routing requests efficiently. Unified customer engagement tools provide agents with a 360° view, reducing response times and boosting loyalty. Digital-first strategies are essential to meet modern expectations, cut churn rates, and transform customer service into a profit center.

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