Gartner Research

CSP Quality of Experience Will Hinge on Adoption of New Operational Technologies

Published: 28 April 2017

ID: G00321324

Analyst(s): Martina Kurth

Summary

As CSPs modernize their operations and networks, cloud service delivery virtualization will take center stage. Technology business unit leaders need to expedite investments in advanced operational intelligence tools, such as analytics and AI, to take customer quality of experience to a new level.

Table Of Contents
  • Impacts

Analysis

  • The Future of CX Will Be Driven by More Advanced Intelligence Operational Automation

Impacts and Recommendations

  • CSP technology business unit leaders will leverage automated intelligence, leading to new levels of quality of CX triggered by the industry shift toward cloud-based, virtualized infrastructures
  • Intelligent operations will help CSP technology business unit leaders manage the unprecedented complexity of cloud-based, virtualized infrastructures due to evolving hybrid physical and virtual infrastructures
    • Process Transformation
    • Challenges
    • Tools
    • Benefits
  • CSP technology business unit leaders will need to upgrade their operational intelligence capabilities, such as analytics and machine learning algorithms, to ensure full closed-loop automation that is required to manage end-to-end infrastructures
    • Dynamic Troubleshooting Is the Core of New Infrastructures
  • CSP technology business unit leaders need to redefine organizational roles, responsibilities and skills set up to succeed with quality of CX management, to overcome current silo structures

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