The telecoms industry is truly the unsung hero of modern connectivity. From keeping us glued to our smartphones to enabling our late-night binge-watching sessions, telecoms made it possible for 5.5 billion of the global population to be on the Internet in 2024.

While the relentless march of technology and progression of 5G deployment, the Internet of Things (IoT), and artificial intelligence are transforming the landscape, the need to meet the expectations of billions of perpetually online customers is critical. It has never been more important to prioritize customer experiences.

In fact, one crossed wire in a single experience can be costly — consumers have plenty of options when it comes to providers they can switch to nowadays. As large tech companies now offer their own connectivity services and leverage their own cloud infrastructure, traditional telcos are feeling the pressure to drastically improve CX or lose customers. The need to pivot has become an “evolve or get left behind” situation.

The problem? Along with the heated competition, exciting tech advancements are new and risky, data utilization needs improvement, cyberattacks are getting more and more sophisticated, and agents are facing the heat of unsatisfied customers.

The good news: As billions flock to our online ecosystems every day, generative AI in CX can be used as a life raft for telco contact centers to meet the quickly evolving demands of modern customers. Applying it wisely can be the key to saving time, improving processes and agent efficiency, refining and optimizing data and, overall, fortifying a rock-solid CX that keeps your customers satisfied and loyal.

This guide aims to wire your organization for success by breaking down five core areas in which to elevate CX:

1. The silo situation: Stop playing hide and seek with data
2. Dial into customer needs: Automating AI wisely
3. Connecting the dots: Use analytics like a crystal ball
4. Your secret sauce: Happy employees = happy customers
5. Shield your CX: Elevate robust safety and security