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


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


  • 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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.