Improving the customer experience

In today’s telco and communications landscape, customers are constantly signaling what they want — and what drives them away. But are companies truly paying attention?

In this CommsBusiness article, Marcy Riordan, Global Analytics Practice Leader at TTEC Digital, explores how CX leaders can use customer conversation data to unlock actionable insights, drive revenue, and guide AI investments. She argues that the challenge isn’t a lack of data — it’s knowing how to act on it.

From journey analytics to conversation intelligence, Riordan lays out a practical roadmap for transforming customer signals into strategic advantage.