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Introduction

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.

Highlights

  • 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

Summary

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

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