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Our study found that 55% of broadband consumers cite lack of responsive customer support as a major frustration point, and technical issues with online support platforms are not far behind at 47%. 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All rights reserved. Accenture and its logo are registered trademarks of Accenture.\nThis content is provided for general information purposes and is not intended to be used in place of consultation with our professional advisors. This document refers to marks owned by third parties. All such third-party marks are the property of their respective owners. No sponsorship, endorsement or approval of this content by the owners of such marks is intended, expressed or implied.", "attrs": null, "canon": { "kind": { "name": "Disclaimer", "slug": "disclaimer", "status": "active", "canonId": "91173477-d91f-4024-bbaf-d4f93e3f82dc", "version": 1, "description": "Legal/cautionary text that occupies most of the body of its slide." }, "tool": null, "subkind": null, "framework": null }, "subkind": null, "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 18:40:35.724+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "78565023-25b8-4677-8a61-373b37c6d98a", "parentComponentId": null }, { "bbox": { "h": 0.45, "w": 0.38, "x": 0.11, "y": 0.31 }, "kind": "paragraph", "text": "About Accenture\nAccenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 799,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.\nVisit us at www.accenture.com", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 18:40:35.724+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "04e57ed0-accf-48d4-8cce-272d551a770f", "parentComponentId": null }, { "bbox": { "h": 0.35, "w": 0.38, "x": 0.51, "y": 0.31 }, "kind": "paragraph", "text": "About Accenture Research\nAccenture Research shapes trends and creates data-driven insights about the most pressing issues global organisations face. Combining the power of innovative research techniques with a deep understanding of our clients' industries, our team of 300 researchers and analysts spans 20 countries and publishes hundreds of reports, articles and points of view every year. Our thought-provoking research—supported by proprietary data and partnerships with leading organisations such as MIT and Harvard—guides our innovations and allows us to transform theories and fresh ideas into real-world solutions for our clients.\nVisit us at www.accenture.com/research", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 18:40:35.724+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "616e53dd-b97d-4eb9-8f5b-d28bb9cb6a1f", "parentComponentId": null }, { "bbox": { "h": 0.03, "w": 0.11, "x": 0.11, "y": 0.21 }, "kind": "title", "text": "About us", "attrs": null, "canon": { "kind": { "name": "Title", "slug": "title", "status": "active", "canonId": "019de52c-f7dd-76d9-b848-b1f12bd85cf4", "version": 1, "description": "Slide title or headline." }, "tool": null, "subkind": { "name": "Headline", "slug": "headline", "status": "active", "canonId": "019de52c-fae1-7463-9a7c-d60668eced0d", "version": 1, "description": null }, "framework": null }, "subkind": "headline", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 18:40:35.724+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "9b6d1c61-c32c-4807-88d3-65fa0f18ea24", "parentComponentId": null } ], "metrics": [], "tools": [], "frameworks": [], "arcBeats": [], "loops": [], "locked": true } ], "arcBeats": [ { "from": 4, "to": 7, "label": "Situation & Context", "description": "Intro + B2C strategy analysis + recommendation-ratio gap + trust survey set the industry baseline." }, { "from": 8, "to": 11, "label": "Problem & Complication", "description": "Loyalty Equation reveals trust alone is insufficient; experience+engagement gaps culminate in 'what will it take?'" }, { "from": 12, "to": 15, "label": "Solution & Approach", "description": "Use AI to transform CX + four 'Hallmarks' framework + completing the equation." }, { "from": 16, "to": 20, "label": "Evidence & Proof", "description": "Vodafone VOXI case, customer-preference data, FROM-TO-TO orchestrator maturity model." }, { "from": 21, "to": 23, "label": "Impact & Next Steps", "description": "Platform DNA way-forward, divider 'Where loyalty leads', conclusion CTA 'are telcos prepared to act?'" } ], "loops": [ { "from": 4, "to": 7, "label": "Aha Moment", "description": "Reveal that telcos have trust but not loyalty/growth" }, { "from": 8, "to": 11, "label": "So What Cascade", "description": "Cascade from loyalty equation to call for action" }, { "from": 12, "to": 16, "label": "Mece Breakdown", "description": "Break CX transformation into four MECE hallmarks with proof" }, { "from": 17, "to": 21, "label": "Maturity Curve", "description": "Move CSPs along service-orchestrator maturity" } ] }