eBook | Beyond Connectivity, B2B services, Customer experience management, Open Digital Architecture (ODA)

Towards automation: improving the B2B customer experience

The majority of people we surveyed at communications service providers (CSPs) agree that IT and network automation will be the lynchpin for their B2B market growth ambitions, highlighting the need to address the challenge of how best to automate and where to start.

Ed Finegold

19 Oct 2022

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Towards automation: improving the B2B customer experience

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Towards automation: improving the B2B customer experience

Communications service providers (CSPs) and their peers in the cloud and ICT spaces are gearing up for a showdown in business-to-business (B2B) markets. For many CSPs, it is the central pillar on which their future growth strategy is built. The stakes are high and customer experience (CX) will be the difference maker. But CX for business customers poses a far more complex challenge than it does in consumer markets.

Read this e-book to understand:

Which enterprise verticals service providers are targeting to grow their B2B businesses
Which business models service providers favor in B2B markets
How service providers are prioritizing operations automation to meet B2B CX goals
What fundamental characteristics a modern B2B CX should include
How service providers are using TM Forum resources like the Open Digital Architecture (ODA) to design their next-generation CX and automation architectures.

Ed Finegold