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Digital experience: operator use cases

"Delivering a consistent and personalised digital experience requires CSPs to adopt a platform-based approach for their customer engagement functions."

Telecoms operators worldwide are undertaking initiatives to deliver a digital experience to their customers. These projects include the transformation of their front-end customer engagement functions. This report shares a collection of use cases highlighting the initiatives undertaken by operators to deliver digital experience.


  • an executive-level view of the digital initiatives, including key drivers, strategies, analysis and benefits observed
  • categorisation of digital initiatives depending on their unique business objectives
  • a collection of use cases for each of these initiative types.