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The Focusing on customer engagement: CSPs and vendors must expand their customer care strategies

The Focusing on customer engagement: CSPs and vendors must expand their customer care strategies


Communications service providers (CSPs) must adopt a customer-centric approach if they are to meet customer experience benchmarks set out by digital-native companies. In this report, we discuss the different business areas that CSPs need to transform and the related impact that these changes will have on how vendors develop and market their solutions.


Executive Summary
Figure 1: Summary of CSPs' challenges, and CSPs' and vendors' objectives for reviewing customer engagement approaches and strategy
Figure 2: key areas of focus for CSPs that are planning a customer engagement strategy
Figure 3: CSP challenges and objectives across mulitple business areas when addressing customer engagement expectations
Figure 4: Vendors' objectives based on CSPs' expectations across different aspects of their solutions
Figure 5: Simplified segmentation of customer engagement capabilities
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