The Digital eXperience Index analysis: CSPs must focus on omni-channel and personalisation
"CSPs have made progress in their digital experience strategies, but must carry out further work on delivering consistent, contextual and personalised customer engagements."
Digital eXperience Index analysis: CSPs must focus on omni-channel and personalisation
Nearly all communications service providers (CSPs) are working on offering their customers a digital experience. Digital eXperience Index provides a way for them to measure their progress on this journey. This report highlights the results of our analysis of participating CSPs’ digital maturity across multiple aspects of their business.
provides a summary of CSPs current levels of digital maturity
analyses contributing departments progress towards providing a digital experience
discusses the key digital experience traits that CSPs have made progress in developing and those that require more work
discusses the necessity of CSPs focusing on back-office process automation and analytics to deliver digital experience and their progress in this.
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