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The Mapping the customer journey is essential for a successful digital transformation

The Mapping the customer journey is essential for a successful digital transformation

Customer expectations have evolved significantly in the digital era, driven by the rise of the Internet-based companies (such as Amazon and Google) that allow customers greater control over their engagement and interactions. Customers have become accustomed to a seamless user experience and real-time control of their services – they expect nothing less from their communications service providers (CSPs). CSPs are therefore under pressure to improve digital user experience, while also providing a consistent interface with their legacy platforms.


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