Published: 01 September 2011
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.
Trends in the Market
Market: Customer Experience Major Competitive Differentiation
Buyers: OSS/BSS Buyers are Evolving toward Quality-of-Service-Oriented Approaches
Regions: Mature Markets vs. Emerging Markets
Contrarian View: Customer Experience Initiatives Will Fail to Drive Revenue if Not Taken Seriously by the CSP Organization
Vendors to Watch
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