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TECH BUYER Jun 2019 - IDC Perspective - Doc # EUR145096219

How Technology is Helping Telcos Address Their Customer Experience Challenges

By: Mike CansfieldAssociate Vice President, Telecoms and Networking

Table of Contents

Executive Snapshot

Figure: Executive Snapshot: How Technology is Helping Telcos Address Their Customer Experience Challenges

Situation Overview

Customer Experience Journey

Figure: Five Stages of End-to-End Engagement

Engaging the Customer

Transactional Technologies

Fulfillment

Service

Customer Management

Data Analytics and the Role of AI and ML Technologies in Transforming the Customer Journey

Front-End Customer Service and Chatbots

Back-End Automation

Advice for the Technology Buyer

Learn More

Related Research

Synopsis

Content


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