"A contextually consistent omni-channel approach across the entire customer lifecycle will enable CSPs to deliver on the promise of digital experience."
Customer care is the most important enabler of digital engagement and experience for a communications service provider's (CSP's) customers. CSPs undertaking transformations into digital service providers (DSPs) should adopt an omni-channel architecture that will provide contextually consistent support for their customers throughout the customer lifecycle phases.
This report provides:
- an overview of the importance of an omni-channel approach to delivering digital experience
- a discussion of how omni-channel is relevant to the entire customer lifecycle, including its importance to and impact on each customer lifecycle phase
- recommendations for CSPs undertaking digital transformations in customer care.