Gartner Research

Market Trends: OSS and BSS Are Bridging the Customer Experience Gap

Published: 26 September 2012

ID: G00230234

Analyst(s): Norbert Scholz , Martina Kurth


Communications service providers must manage quality of experience as well as the technology that delivers the service. This research shows how they can tap front- and back-office solutions for customer-centric insights, by bridging network and service quality parameters with analytics.

Table Of Contents


  • CEM Requirements for CSPs
  • Definitions

Market Trend

  • The Market Is Combining Network, Service and Customer Dimension Data
  • Market Structure Trend
    • The Market Structure Leads CSPs to Adopt Best Practices to Improve QOE
  • Buyers Trend
    • Buyers Are Shifting Toward a Strategic Approach by Identifying Impacted Domains Based on Defined Business Goals
  • Regional Trend
    • CEM Is Being Adopted in Mature and Emerging Markets

Contrarian View

  • If CSPs Fail to Take Customer Experience Seriously, CEM Initiatives Will Not Drive Additional Revenue

Vendors to Watch

Recommended Reading

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