Future customer experience: From digital to omnichannel

From reorganization and digital transformation to big data initiatives, the goal of radically improving customer experience is shaping global CSP strategies.

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Future customer experience: From digital to omnichannel

An intense focus on radically improving customer experience (CX) is shaping communications service providers’ (CSPs’) business strategies worldwide. From reorganization and digital transformation to big data initiatives and adoption of new technology, CX has become a focal point of effort, investment and performance evaluation. The reasons for this are no surprise: Market disruption, a decline in traditional revenues, incursion of new competitors, changing expectations of customers and the need to reduce operating costs all contribute. The overall goal many CSPs share is to reorient their entire business toward their customers, making better CX paramount and a near obsession with measurement and performance evaluation central to every activity. Read this report to understand:

  • How CX measurement drives transformation
  • Why digital-­first experiences are essential for all customers
  • How CSPs are using chatbots, AI and machine learning to improve customer experience
  • Why the death of omnichannel is greatly exaggerated
  • Why personalization is critical, and how CSPs are delivering it
  • Why the demise of CSP’s retail shops is also a myth
  • How customer experience, the network and IT operations are linked, and why proactive communication with customers is necessary
  • How CX is different for enterprise customers
  • Why CSPs are retiring legacy and embracing cloud-­native solutions
  • How TM Forum’s Open APIs can help CSPs reimagine CX