Whitepaper

In the past, communications service providers (CSPs) were focused on building and running a superior and ef?cient network with the next priority being telecom products that service providers sold. All this contributed to a more product- and network-centric organization.

Today, with a superior network and excellent products, a strong focus on customers is essential for success. Many organizations have embarked on a journey to transform from being product- or network-centric to customer-centric organizations. This paper offers a methodology for customer journey design, which can act as a toolkit for CSPs to enable their transformation.

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