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New Study: Service Providers Lack Companywide Definition of Superior Customer Experience
July 25th, 2008
A new global study of service providers in the wireless, wireline cable and satellite markets found that although service providers are transforming their business and operations support systems (BSS/OSS) to address the obstacles they believe are preventing them from delivering a differentiated customer experience, nearly 50 percent do not have a clear definition of what the customer experience should be. In addition, the study identified the top obstacles for delivering a more personalized customer experience: the lack of an integrated view of the customer; business process inconsistency and disconnects across multiple business lines, and internal information silos. ...
Source: Health Business Week (2008-07-25)
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