The 2022 Gartner® Market Guide for CSP Customer Management and Experience Solutions is here! Get the latest research on Customer Management and Experience Solutions….

Communications service providers require more agility in managing channels, customers, products and partners in the digital era. CSPs can use this Market Guide to identify market trends and hone sourcing strategies for customer management and experience solutions, targeting desired outcomes including:

  • Agility and faster time to market with new services and capabilities, to support diversification of service areas and target customer segments (especially B2B and B2B2X).
  • Improved customer experience (CX), customer satisfaction (CSAT), loyalty and advocacy.
  • Increased use of self-service and digital channels and smooth handoffs between channels.
  • Ease of use and simplified processes across sales, ordering, care and other areas for traditional as well as new sets of products.
  • Operational efficiency and lower total cost of ownership.

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