RECENT STORIES:

TheChallenge.org: New Study by Finds Reducing Phone Use is Over Twice ...
CGTN: China’s vital role as main Eastern theater of World War II
Fescaro joins Auto-ISAC as top-tier innovator partner
Gamehaus Holdings Inc. to Announce Fourth Quarter and Fiscal Year 2025...
China Daily: Safety at nuclear site paramount; Workers on Shandong rea...
LOGIN REGISTER
MartechAsia
  • Features
    • Featured

      AI-powered hyper-personalisation: balancing automation with the human touch

      AI-powered hyper-personalisation: balancing automation with the human touch

      Friday, August 8, 2025, 2:14 PM Asia/Singapore | Features, Perspectives
    • Featured

      MarTech’s APAC frontier: How automation, data and AI drive marketing ROI

      MarTech's APAC frontier: How automation, data and AI drive marketing ROI

      Wednesday, July 30, 2025, 4:19 PM Asia/Singapore | Features
    • Featured

      The role of AI in luxury retail

      The role of AI in luxury retail

      Monday, April 14, 2025, 10:32 AM Asia/Singapore | Features, Perspectives
  • News
    • Featured

      How AI is improving workflow efficiencies and campaign outcomes

      How AI is improving workflow efficiencies and campaign outcomes

      Tuesday, August 19, 2025, 4:37 PM Asia/Singapore | Analysis, News, Newsletter
    • Featured

      Media outlets see 40% revenue growth in 2024 partnering with content marketing platforms

      Media outlets see 40% revenue growth in 2024 partnering with content marketing platforms

      Thursday, January 23, 2025, 4:22 PM Asia/Singapore | Content Marketing, News
    • Featured

      What has been trending on the Internet in 2024

      What has been trending on the Internet in 2024

      Monday, December 16, 2024, 2:07 PM Asia/Singapore | News, Newsletter, Social Media
  • Perspectives
  • Analyses
  • Whitepapers
  • Directory
  • E-Learning

Select Page

Perspectives

Elevating the telco customer experience in 2025

By Mustafa Kapasi, Chief Operating Officer, M1 | Wednesday, April 2, 2025, 6:16 PM Asia/Singapore

Elevating the telco customer experience in 2025

In Asia’s competitive and saturated landscape, telcos face the urgent imperative to evolve their customer experience strategies with hyper-personalisation, gamification and AI…

In today’s hyper-competitive and saturated telco landscape, the industry faces an urgent imperative to evolve. Telcos can no longer rely solely on delivering reliable connectivity to retain customers. Instead, they must contend with a harsh reality: consumers view telcos as interchangeable providers, chasing the best deal at the lowest price.

While customers often switch providers for a better deal and offers, customer service is also a key factor – especially for customer retention. A recent study by Rakuten Insights found that 44% of ASEAN telco users who feel neutral to dissatisfied with their current service provider are more likely to switch for better customer service.

This shift has heightened the need for telcos to not only meet but exceed expectations by redefining customer engagement. Today’s consumers demand more than value – they expect seamless experiences tailored to their needs at every touchpoint.

Hyper-personalisation a necessity

In the past, delivering personalised offerings in the telco industry was a slow and reactive process. It often took months to implement and by the time it rolled out, the offering was no longer relevant to either the customers or the business. Today, advancements in technology have completely transformed this dynamic.

With real-time data-driven insights, telcos can now curate bespoke solutions that enable consumers to customise their mobile plans or broadband services in seconds, meeting their unique needs with unmatched precision.

We’ve seen this first-hand at M1. By transitioning to a self-service model, we’ve empowered customers to manage their transactions online, achieving nearly 90% digital transactions and 85% fully automated orders. This seamless experience is complemented by hyper-personalised plans across six million product combinations, reducing configuration time from weeks to mere seconds. This innovation has driven a four-fold increase in online purchases since 2019, while boosting customer satisfaction and significantly improving our Net Promoter Score.

With hyper-personalisation at the heart of digital transformation, we’ve gone beyond customised plans to implement advanced marketing technology (MarTech) tools. We can now pull data from each interaction and create a single source of truth for each customer. We’ve leveraged this data in our recent website refresh so that every customer visit is more intuitive. With each visit, they receive personalised content and recommendations based on past interactions, simplifying the decision-making process for customers.

This not only enhances convenience and streamlines the customers’ experiences, but also builds stronger connections, as customers feel understood and valued at every touchpoint.

Pages: 1 2

Share:

PreviousArtificial intelligence advances green solutions
NextDahua Technology Releases 2024 ESG Report: Pioneering Sustainable Innovation for a Smarter, Greener Future

Related Posts

The social trends shaping business in 2022

The social trends shaping business in 2022

January 20, 2022

Thriving in 2025: How marketers will lead with creativity, trust, and data

Thriving in 2025: How marketers will lead with creativity, trust, and data

February 27, 2025

CMOs should look at the full customer journey

CMOs should look at the full customer journey

October 7, 2021

Measuring ROI for digital marketing still a major hurdle for Singapore marketers

Measuring ROI for digital marketing still a major hurdle for Singapore marketers

August 1, 2024

Leave a reply Cancel reply

You must be logged in to post a comment.

Events

Events

ADVERTISEMENT

Whitepapers

  • DXPs Need to be Less Complicated

    DXPs Need to be Less Complicated

    Insights into what the idea …Read More »
  • Practical Applications of AI to Prioritize for Your DXP

    Practical Applications of AI to Prioritize for Your DXP

    Do you know how Artificial …Read More »

ADVERTISEMENT

ADVERTISEMENT

Case Studies

  • The rise of programmatic DOOH

    The rise of programmatic DOOH

    As a leading smart city, …Read More
  • Viettel Money increased online user registrations by 33% with Moloco

    Viettel Money increased online user registrations by 33% with Moloco

    The strategic partnership between Viettel …Read More
  • UEM Sunrise grows sales and relationships using trusted data, automation

    UEM Sunrise grows sales and relationships using trusted data, automation

    A leading Malaysia property developer …Read More
  • Home appliances company launches sustainable digital advertising project 

    Home appliances company launches sustainable digital advertising project 

    Arçelik Hitachi Home Appliances partners …Read More

  • Our Brands
  • CybersecAsia
  • DigiconAsia
  • Home
  • About Us
  • Contact Us
  • Sitemap
  • Privacy & Cookies
  • Terms of Use
  • Advertising & Reprint Policy
  • Media Kit
  • Subscribe
  • Manage Subscriptions
  • Newsletter

Copyright © 2025 MartechAsia All Rights Reserved.