Connecting the Dots with AI: Creating a Superior End-to-end Telecom Customer Experience (CX)

The telecom industry is at an inflection point, facing rising customer expectations, operational complexities, and intensifying competition. This Viewpoint explores the need for telecom enterprises to embrace comprehensive, AI-driven transformation of their CX strategy through an end-to-end CX approach. It also focuses on the cohesive orchestration of traditionally siloed support functions, such as marketing, sales, and operations, to deliver seamless and consistent customer interactions.

The report highlights key enablers of this transformation, including an end-to-end CX technology architecture, a KPI framework to measure success, and a representative 360-degree dashboard for the telecom industry. It also emphasizes the strategic role of CXM providers and ecosystem partnerships in serving the telecom leaders with innovative engagement models, human-centered operational excellence, and technology-led transformation, and provides insights into key things to consider while choosing the right partner for telecom enterprises.

Ultimately, it presents a roadmap for telecom enterprises to move beyond fragmented CX improvements toward a truly connected and intelligent customer ecosystem, where every touchpoint is optimized for value, empathy, and agility.