target audience: TECH SUPPLIER  Publication date: Mar 2024 - Document type: Market Perspective - Doc  Document number: # AP51591224

AI Driven CX Platform: Unlocking Telco B2B and B2C Growth Potential

By: 

  • Khairil Anwar Rahmat
  • Swathi Arunaa
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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: AI Driven CX Platform: Unlocking Telco B2B and B2C Growth Potential

  • New Market Developments and Dynamics

    • Introduction

    • Figure: Top 5 Comm SPs' Transformation Goals

    • Changes in Supporting Transformation: Infusing AI and Improving CX

    • Figure: Telcos' Key Changes to Support Transformation Initiatives

    • Figure: Top 5 Most Beneficial Areas for AI/ML Implementation

    • Challenges Faced by Telcos in Managing Customer Life Cycle

    • Figure: Top 5 Challenges in Managing Customer Life Cyle

    • The Importance of CX Platforms in Comms SPs' Digital Transformation

    • Figure: The Importance of Customer Engagement Platforms to Comm SPs' Overall Transformation Activities

    • Transforming CEP with Generative AI

    • Vendor Examples

    • Amdocs

    • Case Study: Airtel Reduces Customer Frustration to Near-Zero Levels with AI-Driven Automated Operations

    • Salesforce

    • Case Study: Singtel Utilizes Salesforce to Enhance Customer Insights and Drive Connected Experiences

  • Advice for the Technology Supplier

    • Recommendation for Tech Marketing Leaders

    • Recommendation for Tech Sales Leaders

  • Learn More

    • Related Research

    • Synopsis