The communications business is constantly evolving due to ever-changing consumer demands. A granular understanding of customers is the most valued asset for Communication Service Providers (CSPs) to build innovative, agile cloud solutions and business models. This detailed understanding includes their customers’ demographic profile, behavior, preferences and price sensitivity. As a result, global CSPs are constantly disrupting and reinventing their business models to effectively cater to these changing demands and deliver a superior and engaging customer experience.
With the emergence of the Internet of Things (IoT), Machine-to-Machine (M2M), Over-The-Top (OTT) services and digital technologies, there is a 360-degree focus on customer experience. Now, customer experience is at the forefront of digital innovation and continues to influence CSPs’ strategies and operational decisions.