Gartner Research

Market Trends: CSP Consumer Customer Experience, 2016

Published: 11 April 2016

ID: G00295695

Analyst(s): Johanna Stjerna, Charlotte Patrick

Summary

Creating a customer experience that surpasses the competition will require consistent top management support. Gartner helps communications service provider business unit leaders understand global trends in peer activity to underpin decision making and identification of potential new projects.

Table Of Contents

Introduction

Market Trend

  • Customer Experience Needs Sustained Senior Management Commitment
    • Moving to Level 4 of the Maturity Model
    • Advancing to Level 5 of the Maturity Model
    • Align Customer Experience Strategy With Future Corporate Strategy
  • Focus for 2016 Includes Analytics and Multichannel Capabilities
    • Overview of Trends
    • Analysis of CSP Activity
  • Voice of the Customer and Single View of the Customer Remain Ongoing Focus
    • Overview of Trends
    • Trends in Voice of the Customer
    • Trends in Single View of the Customer
    • Trends in Contextual Customer Experience
  • Increasing Service and Channel Complexity Requires Focus on Journey Mapping
    • How Mature Is CSP Journey Mapping?
    • What Journeys CSPs Are Focusing On
    • Use of Personas in Journey Mapping

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