Make it happen – Strategies for cloud native CX

This is an excerpt from our new report Taking a cloud native approach to customer experience. Download the report now for the full insight. Some success factors are present in customer experience (CX) transformations across disparate geographies, communications service provider (CSP) groups and lines of business. They provide clear takeaways for operators contemplating or venturing into their own customer centricity programs, whether within a line of business, to launch a new digital venture or to drive enterprise-wide transformation.

Transform systems of engagement first

Successful CX transformations often begin with the introduction of a new, microservices-based digital experience layer (DXL), or similar solution. Often this is proven out on a single service, such as an all-digital mobile brand, but is likely expanded through rapid release cycles to provide omnichannel experiences built on configurable and reusable customer journeys.

Commit to cultural transformation

Cultural transformation, manifested in changes across organizational structures, technology, processes and skills, is critical to successful CX transformation. Investments in training employees to use Agile, DevOps practices and design-led thinking will pay long-term dividends in productivity, innovation and job satisfaction.

Break down silos

In successful CX transformations, legacy structures like silos of products, systems and channels are frequently deconstructed and replaced with a cloud native, omnichannel, single platform solution. In this shift to cloud native technology and ways of operating, CSPs are often decommissioning closed systems while adopting open ones. Combined with upskilled teams, they are reducing their dependence on vendors for changes and upgrades, while lowering costs and accelerating upgrade cycles as a result of a cloud native technology stack and skillset.

Look for suppliers who can be partners

As CSPs reduce their dependence on vendors to make systems changes and upgrades, the supplier’s role shifts. Suppliers now need to bring needed expertise in cloud native technologies and methodologies. They must be part of the cultural transformation and should be transformed themselves. Domain expertise remains a prerequisite as does knowledge of CSPs’ business and IT environments. Suppliers should also engage in the supplier ecosystem as a partner and be willing to participate in proofs of concept that allow customers to try before buying. These trials allow the supplier to exhibit the best innovations their cloud native technology can deliver.

Leverage standards & best practices

The goals of the TM Forum Open Digital Architecture and Open APIs are to enable a true cloud native marketplace for CSP’s to procure componentized and interoperable IT, to reduce cost and risk and to accelerate new tech adoption for CSPs. As efforts such as the ODA Component Accelerator evolve further, they will to bring live reference architectures and tested components to market. TM Forum also offers many customer centricity toolkits to help CSPs define, examine, measure and optimize business processes for the purpose of enhancing CX and maximizing specific benefits. Each tool kit includes a collection of assets, guidebooks, reference models, metrics and use cases drawn from TM Forum’s extensive collaboration programs and global membership. To learn more about how TM Forum can help, contact CTO George Glass.