Improving customer experience in B2B markets
Communications service providers (CSPs) have identified B2B markets as a primary source of revenue growth. As a result, they are examining how the customer experience (CX) they deliver to different B2B market segments and industry verticals must change and improve. This brings their strategies and investments into focus, potentially calling for a rethink of the underlying business support system (BSS) infrastructure.
Ed FinegoldDownload Report
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Improving customer experience in B2B markets
Communications service providers (CSPs) have identified B2B markets as a primary source of revenue growth. As a result, they are examining how the customer experience (CX) they deliver to different B2B market segments and industry verticals must change and improve. This brings their strategies and investments into focus, potentially calling for a rethink of the underlying business support system (BSS) infrastructure. In our report Improving customer experience in B2B markets we surveyed more than 100 experts across five global regions to gauge their attitudes on current priorities for customer experience management and improvement in their B2B organizations. Read this report to understand:
- Why a majority of CSPs are working to improve their B2B customer experience (CX)
- How CSPs are addressing necessary changes in B2B account management skillsets
- Whether CSPs feel zero-touch automation or engagement management capabilities must be improved
- Which technical challenges are proving the biggest hurdles to B2B CX improvements
- How to assess the potential need for legacy BSS replacement
- What makes a customer experience and BSS strategy for B2B different from one for B2C.
