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The research paper mainly focuses on How Customer Data Platform (CDP) can foster customer experience and boost loyalty in telecommunication industry. There is an understanding for the concept of CDP and how it can play a crucial role in enhancing customer experience and loyalty in the telecom companies. The main purpose of this research paper is to evaluate the main benefits of CDP in telecommunication companies. The literature review part highlights different forces of CDP platforms, which are being used in other companies. It helps in better understanding CDP platforms with other scholars’ reviews. Additional, in research methodology, efficient data collection tools are applied. There is a selection of primary qualitative data collection process. The interview is conducted among the three managers from telco companies with 11 open-ended questions. Additionally, the results include an evaluation of the responses given by the participants. It benefits to get the answers to research questions and meets the research goals. Moreover, the secondary data is also considered by different scholarly research papers to have valuable insights. The findings were analysed based on the interview questions. Accordingly, the impact of CDP usage on customer loyalty and customer experience indicated a significant impact on company’s growth opportunity. It reveals that CDP platform is a powerful tool in the telecommunication industry that can greatly enhance customer experience and boost loyalty by analysing customer data from various channels and providing personalized and targeted services to their customers. Moreover, it can identify customer churn patterns, enabling proactive retention efforts. However, maintaining the privacy of customer data remains a significant challenge while using CDP platform, which can be managed by encrypting the data and providing trainings to employees where many data breaches are due to human error, and training can help to reduce these risks. In conclusion, it can be observed that CDP platform creates growth opportunities and empowers telecommunication companies to adapt with new technology.

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Unleashing the Potential of Customer Data Platforms: Leveraging Customer Experience and Loyalty

  • 会议论文

  • 发表日期：

    2025年

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  • Mounir El Khatib,
  • Ahmed Al-Nakeeb,
  • Samah Alnuaimi,
  • Roudha Ahli,
  • Haitham M. Alzoubi

摘要

The research paper mainly focuses on How Customer Data Platform (CDP) can foster customer experience and boost loyalty in telecommunication industry. There is an understanding for the concept of CDP and how it can play a crucial role in enhancing customer experience and loyalty in the telecom companies. The main purpose of this research paper is to evaluate the main benefits of CDP in telecommunication companies. The literature review part highlights different forces of CDP platforms, which are being used in other companies. It helps in better understanding CDP platforms with other scholars’ reviews. Additional, in research methodology, efficient data collection tools are applied. There is a selection of primary qualitative data collection process. The interview is conducted among the three managers from telco companies with 11 open-ended questions. Additionally, the results include an evaluation of the responses given by the participants. It benefits to get the answers to research questions and meets the research goals. Moreover, the secondary data is also considered by different scholarly research papers to have valuable insights. The findings were analysed based on the interview questions. Accordingly, the impact of CDP usage on customer loyalty and customer experience indicated a significant impact on company’s growth opportunity. It reveals that CDP platform is a powerful tool in the telecommunication industry that can greatly enhance customer experience and boost loyalty by analysing customer data from various channels and providing personalized and targeted services to their customers. Moreover, it can identify customer churn patterns, enabling proactive retention efforts. However, maintaining the privacy of customer data remains a significant challenge while using CDP platform, which can be managed by encrypting the data and providing trainings to employees where many data breaches are due to human error, and training can help to reduce these risks. In conclusion, it can be observed that CDP platform creates growth opportunities and empowers telecommunication companies to adapt with new technology.