Liberty Global projects says telcos might have got the customer service memo

Liberty Global has announced the beginning of a new project which will transform it communicates with customers, leaning on the ‘conversational commerce’ idea championed by Amazon.
Considering it is such a prominent industry which spends so much on customer acquisition, you have to ask why it took the telcos this long to figure out that tolerable customer service is a good thing. Most businesses would tell you it is far more financially attractive to keep current customers happy and