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"The Future of Telecom: Reducing Churn and Winning Customer Loyalty in 2026 "

Explore the evolving loyalty spectrum and outlines what drives customers to stay, switch, or advocate for their providers.

As competition intensifies in the telecom industry and switching providers becomes easier, long-term customer loyalty is no longer guaranteed. Recent research from Amazon Ads and Kantar shows that one in three consumers are re-evaluating their providers, signaling a structural shift in how value is perceived. 

This report explores the evolving loyalty spectrum and outlines what drives customers to stay, switch, or advocate for their providers. Key factors influencing retention—from pricing and reliability to the growing importance of bundled connectivity and entertainment—are reshaping customer expectations. 

Discover how differentiated experiences, cross-channel engagement, and data-driven insights are helping providers deepen relationships and acquire new customers in the current telecom landscape. 

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