Challenged by fierce competition from both traditional and over-the-top (OTT) competitors, a growing trend of service provider consolidation built on the waves of intensifying merger and acquisition activity, and increasingly demanding customer expectations, service providers today need to compete by delivering a more compelling customer experience.
To succeed in this new world, service providers need to take a multidimensional view of customer experience, based on four pillars.
Service providers need to lead the way with an innovative set of exciting services, ranging from innovative data plans to the Internet of things (IoT) and new business models such as mobile financial services.
These exciting services must be delivered in an intelligent manner, through personalization and contextualization.
Dynamic quality of experience (QoE)
Regardless of device or network, end users receive the customer experience they want, delivered over agile and virtualized networks.
Accelerate business value
All this has to be achieved in a manner that accelerates business value for the service provider: simplifying the complexity of their business processes and enabling rapid time to market while reducing infrastructure costs.