In the telecom industry, customer engagement has become more crucial than ever, especially given the anticipated growth in worldwide telecom service revenue from 2022 to 2027, as projected by Analysys Mason with a 1.8% Compound Annual Growth Rate (CAGR). However, the landscape is rife with challenges, notably highlighted by the "State of Customer Churn in Telecom" report's findings of a significant 22% decrease in customer loyalty during the pandemic.

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