Telcos Are Becoming Banks for The Next 2Bn Customers

By Douglas B. Laney Telecommunications companies across Africa and Latin America spend $15-21 billion annually on customer retention programs. According to GSMA Intelligence’s State of the Industry Report, telcos in Sub-Saharan Africa lose up to 67% of their customers each year, despite spending 10-14% of their revenue on customer retention efforts. Meanwhile, these same customers

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