target audience: TECH SUPPLIER Publication date: Dec 2022 - Document type: Market Perspective - Doc Document number: # EUR149959822
Telco OSS/BSS Strategies to Improve CX Beyond Digital-First Investments
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Abstract
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.