Communication Service Providers customers in digital transformation aim to provide a better digital experience by redefining customer relationships designed with a transformation of enterprises’ customer experience strategies.
CSPs continue to struggle with delivering seamless experiences across channels at low prices due to obstacles such as the oversupply of products, tangled infrastructure, and demanding customer complexity.
Multiple challenges in the B2B customer experience present themselves during CSPs’ customer journeys, necessitating a reconsideration of the options for potential monetization.
Existing customer journeys and manual activities complexity
The experience of delivering products and services along with meeting the needs of businesses comprising CSPs workers, partners, and enterprise clients, was impacted by complex customer journeys that consist of numerous manual processes. In some situations, the buying process for a single customer order needs complex approval for the quotation that requires multiple manual approvals. When a firm requires new sophisticated business rules be applied to their services, the level of complexity rises.
Absence of partner management and availability of open API integration
The failure of CSPs to leverage the skills that partners can offer in order to expand their offers to external partners is a result of a lack of partner management and a shortage of open API connectivity. As 5G emerges, this issue becomes more crucial since it affects the entire ecosystem. CSPs must support partners in co-creating and providing the services that businesses need to function and grow. When business support system (BSS) goods and services are exposed to ecosystem partners via open, standardized APIs, the difficulty of connecting order management and catalog systems with external channels can be eliminated.
Also Read: Bridging the Gap Between Customer Experience (CX) and Data Management
Business support system Legacy and Operating support system applications
Legacy business support systems (BSS) and operational support system (OSS) programs are to blame for many of the convoluted routes, manual tasks, and lack of openness. Adapting to technological changes, like cloud-native and the deployment of micro services is the CSPs’ current issue. In order to achieve zero-touch order flows, it can be complicated by the availability of various catalogs, which results in siloed setups and multiple orchestration procedures. This complicates matters further when linking BSS to OSS for network services.
Deployment of 5G network
As the deployment of the 5G network increases, the transition is getting complex as well as costly. In addition to bearing the high cost of acquiring spectrum, CSPs need to invest heavily in core networks, transmission, and infrastructure. The broader and faster wireless connectivity help CSPs to offer greater capacity to B2B customers. Understanding customer behavior across various connections opens up new business prospects. So CSPs must refine their acquisition, upselling, and retention strategies for customers and work with partners to use data sharing platforms. The 5G network in CSPs is being appreciated by enterprises as it delivers real-time data insights helping in faster decision making. It also improves field and remote workers’ productivity as well as accelerates the use of process automation. CSPs enterprise focuses on 5G ability and initiates superior app performance along with new customer experience.
Offering deal breaker fresh products
As communication products are very similar, CSPs struggle to offer unique products to the market. Because of the complex systems and processes, many pricing managers and marketing teams find it difficult to capitalize on new opportunities rapidly. Due to these complexities, legacy systems face the issue of flexibility in adopting them. To rework tools is a costly and time-consuming affair. in addition, Customer relationship management (CRM) solutions often lack end-to-end visibility across functions and touch points. Hence, it gets difficult to deliver products and services quickly enough to gain a competitive advantage.
For more such updates follow us on Google News TalkCMO News.
