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Highlights from the fall 2016 Global Telecom Survey


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We surveyed nearly 21,000 consumers in 42 countries that account for 73 percent of global population and 90 percent of global GDP. What did they tell us?

The primary hurdle telecom companies face today is their low customer experience reputation, which has affected customer loyalty.

To find out more about this, the IBM Institute for Business Value conducted a survey based on three specific aspects:

Consumer experiences with the basic (network) services, in particular video The extent to which telecom companies create meaningful connections with their customers Digital trust and the willingness of customers to share personal data with their telecom providers.


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Meet the authors

Bob Fox

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, Global Industry Leader - Telecommunications


Nick Gurney

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, Communications Sector Leader


Rob van den Dam, Global Industry Leader - Telecommunications


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