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Telco OSS/BSS Strategies to Improve CX Beyond Digital-First Investments

Publisher IDC
Published Dec 22, 2022
Length 11 Pages
SKU # IDC17570034

Description

Telco OSS/BSS Strategies to Improve CX Beyond Digital-First Investments

This IDC Market Perspective covers OSS/BSS investments that telcos are making across 2022 and 2023 to improve their customer experience and drive better customer outcomes. It also highlights the storytelling required to make CSPs better holistic organizations when implementing projects to increase transparency, reduce friction, and build empowerment for stakeholders, which will drive a holistic customer experience."Telco customer experience is rarely seen as world leading. This is a threat for telcos looking to build new revenue streams by growing value to their customers, especially in the B2B sphere. Developing their BSS and OSS to support transparent, frictionless, and empowering customer experience will be crucial for telcos to truly connect with their customers and go from CX jokes to CX jocks," said Chris Silberberg, research manager, IDC's EMEA Telecoms Insights.

Please Note: Extended description available upon request.

Table of Contents

11 Pages
Executive Snapshot
New Market Developments and Dynamics
Introduction
Industry Dynamics
Identifying Customer Experience Gaps
Making OSS/BSS Investments Actionable for CX
Vendor Examples
How OSS/BSS Investments Improve CX
Analytics Tools
Billing
Charging
CRM
Customer Experience Management
Service Assurance
Service Fulfillment and Orchestration
Market Strategies to build a Long-Term vision for Telco Customer Experience
Advice for telco industry Stakeholders
Learn More
Related Research
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