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A superlative digital customer experience is the starting point for a successful CSP digital transformation

John Abraham Principal Analyst, Research

"CSPs will continue to invest in customer experience systems for the foreseeable future: in the consumer space in the short-to-medium term, and in the enterprise market in the medium-to-long term."

Digital transformation is expected to improve customer engagement and experience at a low cost, and it has therefore become a priority for communications service providers (CSPs). CSP digital transformation initiatives fall into four primary categories: digital experience, network virtualisation, new digital services and cost transformation. Transforming the digital experience is the most popular starting point for digital transformation, and it is arguably the most important for changing the end-customer perception. Our research identifies three dominant trends that CSPs should consider when investing in improving their digital experience in the short-to-medium term.