IG1183 Omni Channel CEM Guideline; What Customers Will Expect By 2025 R18.5.1

This informational guide describes shortly the new direction that is taken on for an update of the existing Omnichannel Guideline (Version R18.0.1). Customer experience is a key differentiator for service providers as excellent network and service quality becomes widespread, and product offerings become similar across all providers. The key to leveraging this differentiation to maintain a strong customer base and sustain revenues is to deliver a consistent and personalized experience to customers across all channels.