Gartner Research

Market Trends: CSPs In Emerging Markets Embrace Customer Experience Management As Key Service Differentiator

Published: 23 December 2013

ID: G00255057

Analyst(s): Rishi Tejpal

Summary

Market maturity, increased competition and high churn led a change in focus from customer acquisition to managing customer experience by emerging market communications service providers. Strategists and CIOs must employ innovative and proactive initiatives to elevate customers' experience.

Table Of Contents

Introduction

Market Trend

  • Emerging Market CSPs Implement Diverse CEM Initiatives to Cost-Effectively Enhance Customer Experience
  • CSPs in Emerging Markets Leverage Self-Care Apps to Enhance User Experience and Reduce Operational Costs
    • Strategic Value: Cost Reduction
  • Emerging Market CSPs Embrace Social Media to Enrich Customer Experience and Provide Service Differentiation at Low Costs
    • Strategic Value: Better Reach and Faster Customer Interaction
  • CSPs Shift Focus From Providing Reactive Care and Move Ahead by Implementing Proactive Care Strategies
    • Strategic Value: Proactive Problem Resolution
  • Business Value of Various CEM Strategies: Churn Reduction and Potential Cost Savings
    • Strategic Drivers to Consider While Implementing CEM Solutions

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