US telecom customers are increasingly using digital channels and are once again more willing to switch carriers after the initial stability seen early in the pandemic. While the likelihood of switching declined in the early months of Covid-19, it has steadily risen since, signaling the return of churn across major providers. At the same time, digital transaction performance has worsened. Early in the pandemic, customers were more likely to complete sign-ups and service changes on their first attempt, but first-time failure rates are now climbing. This combination of higher switching intent and rising digital friction puts added pressure on telecom operators to improve digital experiences and reduce transaction failures to retain customers.

Join for free to read