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.
Related items
Monetisation platforms: a new class of ‘all-in-one’ single-vendor BSS products is emerging
Article
CSPs should look to SaaS to improve their security strategies in the 5G era
Article
SaaS deployments in the OSS/BSS markets will grow rapidly, accounting for 22% of revenue by 2027