IG1182 The CSPs Guide to AI-Driven 360 Degree Customer Profiles R19.0.1
- Maturity level: Level 4 - Forum Approved
Created By: Customer Experience Management
Customer expectations are ever-increasing. One great experience with, for example, an internet giant sets the bar high for other companies and industries to follow suit. This presents a real challenge for telecoms providers as they don’t necessarily have the agility or resources to replicate a similar model. On top of this, these providers have had to negotiate the operational and strategic integration challenges attached to the influx of mergers and acquisitions in the industry. For all service providers, even those beginning their post-M&A journey, one of the key focus areas must be creating highly successful customer engagements.