skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Personalizing CX remains a top business challenge for CSPs as they continue to face low customer satisfaction and high churn rates. This research seeks to identify how CSPs can use customer engagement to meet their personalization objectives.


  • Market conditions such as slow revenue growth rates, increasing competition from internet content and communications providers, and declining average revenue per user (ARPU) are driving CSPs to focus on personalizing CX.
  • Customer engagement solutions that foster omnichannel engagement will enable CSPs to meet their personalized CX goals.
  • Traditional CRM systems alone cannot provide all of the capabilities required to deliver personalized CX.

Features and Benefits

  • Highlights the key market drivers and the challenges impeding CSPs' ability to deliver personalized CX.
  • Highlights how CSPs can take advantage of customer engagement solutions to personalize CX.
  • Provides best practices that CSPs must bear in mind.

Key questions answered

  • Why are CSPs finding it difficult to personalize CX?
  • What key capabilities do CSPs need to improve customer engagement?

Table of contents


  • Introduction
  • Download 1: Improving Customer Engagement to Personalize the Customer Experience in Telecoms

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now