Gartner Research

Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011

Published: 01 September 2011

ID: G00215654

Analyst(s): Norbert Scholz , Martina Kurth


Communications service providers should merge systems across resources, customers and services to enable unified management, improving the customer experience. We show how CSPs can tap existing or new front- and back-office solutions to obtain better insights into their customer base.

Table Of Contents
  • Overview

Trends in the Market

  • Definitions
  • CEM is a Moving Target

Market: Customer Experience Major Competitive Differentiation

  • Demand Side — Customer-Perceived Quality of Experience is Main Concern
  • Supply Side — Facilitating the Transition
    • Suppliers Enhance Footprint in CEM
    • Predominant Vendor Strategies:

Buyers: OSS/BSS Buyers are Evolving toward Quality-of-Service-Oriented Approaches

  • Technology Change Drives Transformation Initiatives
  • TOMS: Potential Differentiation for Customer Experience
    • Service Quality
    • Key Features Around Quality of Service Systems Are:
    • Customer Management
    • Billing and Charging
  • Evolution toward End-to-End Operational Approach to Improve Customer Experience
    • Organizational Setup Hampers Adoption
    • CEM View Becomes More Holistic
    • Move toward Holistic Information Data Management

Regions: Mature Markets vs. Emerging Markets

  • Mature Markets
  • Emerging Markets

Contrarian View: Customer Experience Initiatives Will Fail to Drive Revenue if Not Taken Seriously by the CSP Organization

Vendors to Watch



Recommended Reading

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