The Future of MVNOs

Meet Changing Customer Needs

It's impossible to overstate CX's role in growing an MVNO business. Today's customers have high expectations for service quality, personalized offerings and ease of use. A positive CX can drive customer loyalty, reduce churn and increase customer lifetime value.

MVNOs can offer targeted plans, data bundles and promotions based on customer behavior and preferences. Providing an omnichannel experience and self-service tools is another way to empower customers to manage their accounts and troubleshoot issues easily, on their own time.

MVNOs build trust and transparency with customers by being upfront about limitations and data usage policies can foster a loyal customer base.

There are several ways MVNOs can leverage CX for growth, such as:

• Personalization: Offer targeted plans, data bundles and promotions based on customer behavior and preferences.
• Omnichannel experience: Provide seamless customer support across various channels (phone, chat, social media).
• Invest in self-service tools: Empower customers to manage their accounts, troubleshoot issues and make changes easily.
• Build trust and transparency: Be upfront about limitations and data usage policies and offer clear communication.

For many MVNOs, CX is a top priority for their growth strategy. That was the case for South Africa's Standard Bank, which introduced its MVNO offering in 2018 after partnering with MTN. In a fireside chat with CSG, Kartik Mistry, head of Standard Bank Connect, described how the bank's decision was weighted heavily on the impact MTN's capabilities would have on the customer's perception of added value; in order to grow, it's imperative to be "as close to the customer as possible," he said.