CTAM SUMMIT: Customers, an increasingly fickle lot, need to be engaged

By Janice Lee

DENVER – Interesting, yet scary, U.S. statistics point to an increasing intolerance among cable, high speed Internet and telephony customers who feel they’ve been wronged by their provider. Robert Wollan, Managing Director of CRM North America Accenture showed data during a Sunday afternoon CTAM session which showed that customers are switching providers in record numbers as their services become more and more competitive. The latest stats show a whopping 2/3rds had switched a provider in the past year, a 47% rise from five years ago. Consumer expectations have escalated and are trending upward at record speeds, said Wollan. When asked, What do you...