GB1004I Customer Experience Assurance Guidebook v1.0.0

Business Assurance plays a pivotal role in embedding governance and validation mechanisms throughout the customer journey. Each phase from order initiation to post-sale engagement presents potential risks that, if left unchecked, can lead to revenue leakages, SLA breaches, or deteriorated customer trust. By deploying targeted assurance controls, CSPs can identify discrepancies in real time, enforce corrective actions, and ensure service promises are fulfilled without compromise.

Unlike traditional revenue assurance, which primarily focused on rating and billing accuracy, modern assurance frameworks take a holistic view of customer interactions. Controls now encompass data integrity checks, automated workflow validations, catalog alignment, SLA monitoring, and proactive anomaly detection across multiple domains. These measures ensure that CSPs not only prevent financial losses but also deliver on the brand promise of reliability and transparency.

This document describes how by targeting assurance controls, CSPs can identify discrepancies in real time, enforce corrective actions and ensure service promises are fulfilled without compromise.