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)