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HCL Technologies

New Customer Experience for CSP's

New Customer Experience for CSP's

Treating customer experience as a strategic imperative can be the difference between lasting success and losing customers to competition. IT  has become pivotal to achieving leadership in customer experience. Without IT, customer experience professionals resort to tinkering at the edges. Our research suggests CIOs and IT leaders are critical players in winning the customer experience game & IT leaders must consider it a very real business discipline and see it as one of the most important roles of the technology team. This requires a level of flexibility that IT departments may or may not have in-house. A priority for the CIO, therefore, is to determine what is possible, by using the existing systems, and what needs to be built to support future initiatives across mobile, social, cloud, and big data. Also, with customers’ expectations changing, CSPs must reinvent themselves by improvising exponentially. CSPs are at the cross-roads of becoming a utility provider providing bandwidth as a commodity, or transforming themselves into vibrant providers of the digital lifestyle


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