Customer Centricity

Research Report /

Read this report to get the answers you need to succeed with customer experience in the digital world:

  • What initiatives do service providers have underway to prepare them for the digital world?
  • How have service providers’ approaches evolved around their objectives, digital services, perceptions of customers’ priorities and customer journeys?
  • What are the business process and technology challenges, and critical success factors for CEM programs?
  • Why exactly is analyzing customer journeys so important, and why now?
  • Why are analytics essential, especially real-time network and service analytics, and what are their challenges?
  • So what? What does it mean for you, what actions should you take now and which tools will help you get there?

“We believe that service providers who can differentiate themselves with a superior overall customer experience across the digital services fabric – whether they choose the path of solution provider or enabler – will be winners in the brave new digital world.” (Rob Rich)

From the analyst

Seven innovations to make you more customer-centric
Infographic results of our service provider survey



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About The Author

Managing Director, Insights Research

Rob has more than 15 years' experience in market research and consulting, including two years as an independent consultant, 11 years as Executive Vice President of Communications, Networking Research & Consulting for the Yankee Group, and two years as Director of Communications Equipment and Services at Dataquest.

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