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Operators are transitioning IT applications that support customer experience to cloud native technology, cultures and ways of working.
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Taking a cloud native approach to customer experience
IT applications that support customer experience (CX) are transitioning to cloud native technology, culture and ways of working. More than 80% of communications service provider (CSP) respondents surveyed by TM Forum in 2020 said they plan to move at least half of their CX IT estate to the cloud within three years. Looking more closely at this trend reveals that most CSPs’ CX transformations have focused on new cloud native systems of engagement. Primary goals typically include increasing speed to market, being able to auto-scale CX capabilities, and flexible commercial models. Delivering the best possible CX at the lowest cost is a common, overarching goal. There have now been enough successful CX transformations all round the world for the industry to develop a wealth of best practices, well-defined Open APIs, and common success factors that hold true across geographies, service provider groups and lines of business. The purpose of this report is to explore them. You can also register for the related webinar here. Read this report to understand:
