埃森哲：2025年拥抱客户忠诚度方程式：电信运营商如何重塑B2C体验与互动以实现增长报告（英文版）

If there’s one thing the communications industry has gotten right, it’s trust. Consumers have confidence in their communications providers to protect data and provide services. Our research finds that telcos rank among the top three providers when it comes to consumer trust based on data security. Yet that trust is not matched by loyalty. That’s because trust is just one part of the loyalty equation—telcos across the industry are falling short on the other two: customer experience and engagem