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.
- 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
- Synopsis
Research Assistance
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.
Download eBook