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Introduction

CSPs must improve the customer experience they deliver if they are to remain relevant in a highly competitive market. To address this objective, they need to prioritize investment in their customer engagement tools and solutions.

Highlights

  • CSPs must look to their customer engagement solutions to support their customer experience objectives.
  • CSPs will need more than just their CRM systems to drive better customer engagement.

Features and Benefits

  • Provides insights to why CSPs face challenges in personalizing customer experience.
  • Explains the role that customer engagement solutions play in personalizing customer experience.
  • Provides guidance on key considerations CSPs must bear in mind when investing in customer engagement solutions.

Key questions answered

  • Why are CSPs finding it difficult to personalize customer experience?
  • What role do customer engagement solutions play in enabling a personalized customer experience?
  • Do CSPs need more than just their customer relationship management for their customer engagement solution?

Table of contents

Ovum view

  • Summary
  • CSPs must look to customer engagement solutions to support their customer experience objectives
  • CSPs will need more than just their CRM systems to drive better customer engagement
  • Key considerations when investing in customer engagement solutions

Appendix

  • Further reading
  • Author

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