Autonomous Customer Experience Through Best in Class Service Design and Delivery
Customer Experience Management (CEM) is fast becoming the dominant focus for Communications Service Providers (CSPs) to differentiate their products and services and improve customer satisfaction. Improving customer satisfaction drives customer loyalty and advocacy, which boosts follow-on sales and creates cross-and up-selling opportunities. Gartner estimates that 89% of businesses will be competing on customer experience very soon. The primary challenge for CSPs is that implementing a successful CEM strategy requires significant process change and investment in new technologies.