Gartner Research

Market Trends: Bridging the Customer Experience Gap for Worldwide Operations Support Systems and Business Support Systems in 2013

Published: 29 November 2013

ID: G00248648

Analyst(s): Norbert Scholz, Martina Kurth

Summary

Communications service providers need to manage customer experience across networks, services and customers — not only technologies delivering a service. Manage customer insight proactively by tapping front- and back-office solutions, bridging networks, service quality and billing with analytics.

Table Of Contents

Introduction

  • Definitions
  • CEM Requirements for CSPs

Market Trend

  • CSPs Take the Holistic Approach to Networks, Services and Customer Dimension
  • Analytics Proves To Be the Glue in an End-to-End Operational Approach
  • Market Structure
    • CSPs Can Use Anticipatory CEM to Improve Customer Perceived Quality of Experience
  • Buyers' Trend
    • New Digital Services Evolution Adds to Complexity
    • CSPs' Strategic Approach Is Shifting Toward Anticipatory CEM
    • CSPs Take More Holistic, Proactive Measures Across Customer-Facing Systems, Operational and Back Office Systems and Networks
    • Focus on Customer Experience Differentiation for TOMS
  • Regional Trend
    • CEM Is Being Adopted in Mature and Emerging Markets

Contrarian View

  • If CSPs Fail to Take Customer Experience Seriously, CEM Initiatives Will Remain Islands of Innovation

Vendors to Watch

  • Suppliers Are Facilitating the Transition

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