Customer Interaction Landscape

Customer loyalty in telecom is both the industry’s toughest challenge and its biggest opportunity. With customer expectations skyrocketing and switching just a tap away, the old playbook of points, perks, and price cuts is losing its edge. Keeping customers is not about locking them in—it’s about giving them a reason to stay. And that’s where many telco loyalty programs fall short. In this article, we’ll unpack what’s holding them back—and why tackling these obstacles head-on is the key to building lasting customer relationships.