Today, customer experience (CX) isn’t just a department; it’s the ultimate differentiator in customer loyalty, satisfaction and retention.

CX Strategy
CX Strategy framework.

Recent data from industry by McKinsey & Company highlights that prioritizing CRM and CX (Customer Experience) can lead to an 8% annual revenue increase and a remarkable 20-40 point jump in customer satisfaction.

Benefits of improving CX
Benefits of improving CX.

At CONKORD, we don’t just track these trends; we build solutions that shape them. With over 2 decades of industry expertise, active TM Forum member with ODA manifesto signatory, we help operators redefine their B/OSS and CRM strategies.

Back to the start — many of you are still navigating BSS – CRM systems that have:

  • Limited Personalization: Generic approaches that miss individual customer needs
  • Reactive Customer Service: Responding to issues rather than anticipating them, leading to customer frustration.
  • Slow & Manual Processes: High operational costs and delayed resolutions due to human intervention in several steps.
  • Blurred Data Usage: Limited transparency that can ruin customer trust.
  • Transactional Loyalty: Customers sticking around for offers, not genuine connection.

But what if we could flip this narrative? Imagine a future where your BSS – CRM isn’t just a system, but a strategic asset providing a true 360-degree customer view.

“We aim to deliver a unified, future-ready, scalable CRM-BSS platform for both fixed & mobile services in order to reduce costs, streamline operations and enable faster time to market of all new products, bundles and services. This initiative will secure Telco’s position as a market leaders.”

— Mihajlo Prerad

A true CX-driven transformation moves you from these challenges to a state of hyper-efficiency and deep customer connection:

  • Hyper-Personalized Experiences: Leveraging individual data for sharper segmentation, delivering exactly what your customers need, when they need it.
  • Proactive Customer Service: Anticipating customer needs and issues before they arise, transforming service into a seamless, positive interaction.
  • Automated, Real-time Efficiency: Using automated data analysis and real-time responses for on-time issue resolution, drastically improving operational speed and cost, increasing the customer satisfaction.
  • Improved Transparency: Providing clearer insights into data usage, building trust and strengthening relationships.
  • Increased Loyalty & Reduced Churn: Moving beyond mere transactions to develop genuine emotional connection with customers, creating long-term customer loyalty and significantly reducing churn.
Before
After
Limited to moderate personalisation; broad segmentation
Hyper-personalised experiences based on individual data; sharper segmentation
Reactive support; sometimes slow
Proactive support and better service
Relatively slow response times; human intervention needed; manual data handling
Automated data analysis; near-real-time responses; on-time issue resolution
Limited to moderate visibility into data use; trust issues
Enhanced transparency; better tracking and explanation of data usage
Transactional loyalty; brand switching based on offers
Possibility to build emotional connections and reduce churn through superior service

The result? Significant operational synergies, reduced costs, faster time-to-market for new products, and ultimately, an exceptional customer experience that truly sets you apart.

It’s about moving beyond transformation to truly leading in the digital era.