Customer Experience Report: From Digital to Omnichannel - a TM Forum Analyst Report

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An intense focus on radically improving customer experience (CX) is shaping communications service provider (CSP) business strategies worldwide. From reorganization and digital transformation, to big data initiatives and adoption of new technology, CX has become a focal point of effort, investment, and performance evaluation.

In this report,TM Forum covers:

  • The big picture
  • The network, service, and CX triangle
  • CX for B2B
  • The future of legacy IT
  • Strategies for improving customer experience
  • Network-aware proactive care 
  • A holistic data approach to customer intimacy

Featured Experts:

  • Barry Graham, contributing analyst, TM Forum
  • Ed Finegold, contributing analyst, TM Forum
  • San Zaw, VP, solution consulting, TIBCO Software Inc.
  • Yossi Zohar, telecom vertical solutions, ServiceNow
  • Sandeep Choudury, global industry principal, SAP

Success with TIBCO:

30,000 Transactions

per second through APIs

10x

With auto scaling, increased volume out-of-the-box

45 PERCENT

reduction in data errors

First

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