Reimagining customer experience, a key imperative for telcos and digital service providers of the future

November 30, 2021

In today’s digital world, the success of the telecommunication business depends on the experience it provides at every point of customer interaction. But the evolution of customer behaviors and expectations has made it difficult for the Digital Service Providers (DSPs) to maintain customer loyalty and the Net Promoter Score (NPS). According to Gartner, “Despite a mandate to create a differentiated and innovative customer experience (CX) strategy that will drive business growth, over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results”. Hence to overcome the paradigm shift in customer interactions, DSPs need to reimagine customer experience by embracing technological advances.

This whitepaper details how DSPs can deliver a personalized CX across customer journeys. Further, it elaborates the three key imperatives to create a unique strategy and reimagine customer experience for the DSPs. The DSPs must leverage these key imperatives with the power of the cloud, data science and AI to achieve digital experience transformation, customer retention, and customer delight.


Fig. Reimagining CX with 3 key imperatives

Download this whitepaper to know more about:
  • The paradigm shift in CX with evolving customer expectations
  • How DSPs can deliver a personalized CX that is most relevant to each customer across channels and journeys
  • The three key imperatives for the DSPs to reimagine the customer experience
  • How DSPs can achieve a sustainable customer experience with the adoption of the right layers like the cloud, ML, AI, intelligent automation, and virtual agents
    • Sarit Bose – Sr. Director – Cloud, AI/ML & Data Services, Prodapt
    • Satish Billakota – VP – Cloud Services, Prodapt
    • Priyankaa A – Analyst, Strategic Insights, Prodapt

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