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Customer Engagement: CSPs must Invest in Customer Journey Management

  • ID: 4416277
  • Report
  • October 2017
  • Region: Global
  • 11 pages
  • Analysys Mason Group
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"CSPs must invest in the customer journey and channel integration to personalise customer engagements."

How a communications service provider (CSP) engages with its customers can significantly influence its ability to generate revenue. CSPs that are taking initiatives to become digital service providers need to transform their customer engagement processes, to deliver a consistent and personalised experience to customers. This report assesses and discusses the ability of CSPs to deliver good experience across different types of engagement, including sales and customer service.

This report provides:

  • recommendations for operators on strategies to deliver a good customer experience at all levels of engagement
  • an assessment of the current state of the market based on interviews and other insights
  • a discussion of CSPs' need to invest in leading-edge analytical capabilities to enhance and deliver personalised engagement.
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