CSPs are redesigning the digital customer journey to reduce costs and improve the customer experience

Communications service providers (CSPs) have accelerated their digital transformation initiatives as a result of the COVID-19 pandemic in order to be able to meet consumers’ evolving expectations for digital experiences. They are shifting from traditional methods of engagement (contact centres, retail stores and emails) to digital channels (websites, self-care apps and social media) to improve customer loyalty, broaden their revenue streams and reduce the total cost of ownership. This requires CSPs to enhance their customer journey management and orchestration systems and deliver hyper-personalised, omnichannel customer experiences that are comparable to those offered by digital natives.