Personalizing the customer experience: The key to shaping the future of service providers

In today’s digital world, the success of every service provider in the connectedness industry 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 service providers to maintain customer loyalty.

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, service providers need to reimagine customer experience by embracing the ongoing technological advances.

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

Fig.Reimagining CX with 3 key imperatives