Gartner Research

Market Insight: Building a Customer Experience Management Strategy to Support CSP Digital Business

Published: 24 October 2016

ID: G00315567

Analyst(s): Neil Osmond , Charlotte Patrick


Customer experience management remains a priority for CSPs, and it will be impacted by their approach to digital business. This research gives technology strategic planners insight into three future CEM directions that are dependent on their choice of digital strategy.

Table Of Contents


  • Creating a Strong Base of CEM Competencies
    • Mapping CEM Priorities for Smart Utility CSPs
  • Identifying Your Platform and Partnering Position
  • Creating Joined-Up Customer Experience as a Platform Provider/Enabler
    • Mapping Customer Experience Priorities for Platform/Enabler CSPs
  • Diversified Players Need to Develop New Skill Sets and Deal With Significant Complexity
    • Mapping Customer Experience Priorities for Diversified CSPs

Background and Context

  • Three CSP Strategic Positions
  • Gartner's Definition of Customer Experience Management

The Impact


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