Analysys Mason's Customer Engagement research programme helps communication service providers (CSPs) understand developments in the software market that help them deliver consistent, contextual and personalised engagements across marketing, sales and customer service use cases. Our research is streamlined to support CSP investments in their engagement capabilities that deliver business value. For vendors, we are focused on helping them understand the needs of their CSP customers, the competitive market landscape, target investments and how to position their products and services.
The programme offers value by providing critical qualitative and quantitative analysis, as well as advisory research, about technologies that are proving themselves in the market. Our work supports decision makers who are responsible for customer experience, identifying and prioritising urgent customer needs and demands in the short term, as well as minimising investment risks in the long term.
- Delivering a digital experience: strategies for CSPs' customer engagement departments that help them to deliver a digital experience to customers.
- Enabling an omni-channel experience: software strategies to help CSPs deliver a contextual and consistent experience across the customer lifecycle.
- Provide control to the customer: discuss technological advances, such as automated attendants, that enable customers to self-serve.
Programme Head John AbrahamJohn Abraham Principal Analyst | Research
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Customer engagement: worldwide forecast 2020–2025
Customer engagement: worldwide market shares 2019
Market share report
The future of telecoms customer experience: intelligent, personalised and data-driven