Gartner Research

5 Steps to Improve Investment Prioritization for CSP Customer Experience Initiatives

Published: 10 January 2020

ID: G00384413

Analyst(s): Ed Thompson , Angelo Marotta, Neil Osmond , Mauro Braghiroli


Customer service providers lag behind best-in-class digital leaders in customer experience. This research advises CSP CIOs on how to prioritize the IT-related customer experience capabilities and link them to a prioritized strategic technology roadmap.

Table Of Contents


  • CSP Customer Experience Lags That of Digital Leaders
  • Establish a Holistic Customer-Centric View of Capabilities
  • Understand Persona Needs for Digitally Enabled CX
  • Assess Current State Versus Industry Best in Class
  • Ensure the Basics Are in Place
  • Build a Strategic Roadmap for Capabilities Linked to Expected Results

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