Turning engagement into tangible customer value: Insights from the Global Telecommunications Study 2025

Published on January 9, 2025

In a market where each interaction shapes loyalty and revenue, telcos must transform routine touchpoints into powerful growth levers. This second instalment of our three-part Global Telecommunications Study 2025 series examines the “Engagement pillar” of our HELP framework. Discover which customer behaviours drive the biggest returns, how service interactions, telco app usage and loyalty programs influence customer lifetime value, and actionable strategies to deepen engagement.

Grounded in data from 15,700+ consumers across 31 markets, our Global Telecommunications Study 2025 outlines how telcos can turn every customer interaction, whether online or offline, into an opportunity for value creation and sustainable growth.

Building on our exploration of the Happiness pillar in the previous blog, our article on…

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