Telco Expects AI to Increase Revenues Via Better Customer Targeting: Report
telecompetitor, Wednesday, June 12th, 2024
Telecom providers have a great opportunity to use AI to better target small and medium size businesses, according to a new report from global consulting firm Bain & Company.
The report cites the example of an unnamed telco that expects to increase revenues by 3% from its top five AI-generated consumer campaigns. A similar approach could be used to increase SMB revenues, according to the report.
As Bain & Company sees it, telcos treat SMBs as a monolith, leading to one-size-fits-all campaigns based on the number of employees - an approach that doesn't resonate with some SMB customers. For evidence, the report points to telcos' aggregate SMB net promoter scores, which are 9 percentage points lower than their scores for large enterprise customers.