The telco in-home service experience has followed a familiar
pattern for decades. Customers select a broad appointment window, a
field service technician shows up to install, troubleshoot, or
replace equipment, and leaves upon completion without further
interaction.
What if instead, this transactional experience was more bespoke
and customer-centric? What if agents served a commercial role,
cross-selling and upselling clients rather than simply acting as
technicians?
We believe this transformation is on the horizon, thanks to
advances in AI and evolving customer expectations. Along with a
boost in customer lifetime value and reduction in churn, this shift
can diversify workforces, as different skillsets attract different
talent profiles.Moving from a field service focus to
experience service can increase female representation from less
than 5% to more than 40% of agents,addressing workforce
gaps while improving the customer experience—all of which
drive
