> Group M_IBM Q2'19 > Ovum Decision Matrix

Ovum Decision Matrix

Published By: Group M_IBM Q2'19
Group M_IBM Q2'19
Published:  Apr 01, 2019
Length:  43 pages

Delivering personalized customer experience remains the top business challenge for communications service providers (CSPs). Ovum's recently published 2018 ICT Enterprise survey saw almost all CSP IT executives interviewed identify delivering personalized customer experience as one of their three most important business challenges for the next 18 months. This trend emphasizes the high priority CSPs place on how customer relationships are managed. However, several factors have an impact on CSPs' ability to identify and then deliver customers' core needs. These include understanding the data sets they should focus on; collecting, cleansing, and consolidating these data sets; and having the right expertise to mine the data sets.



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