Introduction: Customer Centricity Replaces Customer Service as the New Mandate
Today's CSPs face more challenges than ever before to retain their customer base while tapping into new sources of revenue. They must move beyond traditional contracts and churn mitigation initiatives. Quality coverage and good plans are only the bedrock for added initiatives that can provide a more compelling end-to-end, omni-channel consumer experience for their current consumer base. CSPs must also better serve their enterprise business-to-business (B2B) clients while using new data monetization models to expand judiciously into new business-to-business-to-consumer (B2B2C) markets. Future success depends on each CSP's ability to analyze their data and leverage their exclusive capabilities to cater to different customer segments. By embracing 'customer centricity' as the strategic differentiator, CSPs can retain and grow revenues with their consumer and enterprise customers to differentiate themselves from traditional and non-traditional
This paper highlights the importance of customer centricity to drive business outcomes for CSPs. It assesses the current industry state and CSP capabilities geared towards customer centricity that can help offer a more personalized experience and boost loyalty. The case for digital transformation is presented, along with a framework that can help CSPs reimagine their businesses.