Orchestrating the Omnichannel Customer Experience

Ovum white paper

Many telcos experience the same digital transformation barriers

These barriers prevent them from being able to orchestrate their customer interactions across channels – something which is crucial to their future growth.

Launched in partnership with Ovum, this new white paper explores how telcos can overcome these barriers to develop differentiated customer service and engagement strategies, increase ARPU, and reduce customer churn.

Key insights include:

• What’s driving changes to customer behaviour, and how that’s driving change in telco-customer interaction.

• The key barriers holding mobile operators back from succeeding in evolving their digital customer communication strategies.

• The core capability gaps and silos that need to be addressed before true omnichannel can be achieved.

• What makes an intelligent and effective omnichannel platform.

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