If 78% of your customers were considering walking away, would you be concerned?

Of course, the answer is yes. Yet that’s exactly what’s happening in the communications industry where new competitors, including tech companies, are tempting B2B and B2C customers with no contracts and lightning-fast service. And customers, who increasingly view providers through a commodity lens, are paying attention.

What’s next for traditional providers as they look to the future? Salesforce surveyed 6,000 B2C and B2B communications customers and 500 industry professionals to learn more about the trends shaping the global marketplace. Here’s what we discovered:

• Excellent customer experiences need to happen everywhere
• Digital transformation and automation unlock efficiency
• Network modernization — and monetization — are key priorities
• Here, we reveal some of the important insights communications service providers need to know.