New Book: Customer loyalty is dead – telcos have been chasing a ghost

RETFORD, U.K. - Amzeal -- Teresa Cottam, founder and Chief Analyst at Omnisperience and author of Telecoms Customer 2035, today issues a ruthless wake-up call for the telecoms industry: if telcos want to thrive in 2035, they urgently need to rethink customer relationships.

The evidence is stark. Hundreds of billions spent on 5G networks, fibre-to-the-home, digital transformation and now machine learning and AI – yet churn rates remain among the highest of any industry. Revenues have flatlined. Customers continue to vote with their feet.

Cottam is blunt: "The telecoms industry has been running the same 1990s playbook while AI has obsoleted everything – including customer expectations. You can't keep doing the same things and expect different results. 2026 must be the year we finally get real and recentre on the customer."

In her new book, available now on Amazon, Cottam argues that what telcos long called "loyalty" was never real. It was largely inertia.

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"The bottom line is that billions spent on loyalty schemes and customer perks were not a good use of resources," she writes. "Customers were never loyal – they were just too lazy to leave."

With switching easier than ever and AI agents on the rise, telcos face their toughest battle yet. One of the book's core messages is simple and brutal: stop wasting money on loyalty programmes that deliver almost nothing. With customers switching faster than ever, perks and points won't hold them.

Trust, not loyalty, is the only sustainable edge left

But hope exists. Surviving means killing your darlings, slaughtering sacred cows and dragging comfortable but outdated assumptions into the daylight.

What keeps customers engaged – especially during the current global trust crisis – is being a trusted company. In commoditised markets, trust is now the rarest commodity and one of the few true differentiators.

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The numbers speak for themselves:

• 87% of shoppers have paid more for a trusted brand
• Trusted companies can charge 23% more on average

Cottam's verdict: "Loyalty programmes are expensive theatre. Trust is the premium feature customers are willing to pay for. Earn it relentlessly. Guard it fiercely. Lose it once – by letting a customer down when they most need you – and they're gone."

Telecoms Customer 2035 exposes wrong-headed and obsolete thinking in the industry while delivering practical ideas to shift the needle.

Cottam concludes: "The telcos that thrive in 2035 will be those that understood one thing in 2026: the customer must come first, last and always."

The book is available to buy from Amazon from 6 January 2026. ISBN: 9798276167473

http://www.omnisperience.com