AI 기반 CX 플랫폼 : Telco의 B2B, B2C 성장 잠재력 실현

This Market Perspective document emphasizes the role of customer experience platforms (CEPs) in driving growth for business to business (B2B) telecommunications companies. It discusses the strategic importance of AI and ML in improving operations and customer experience (CX), the challenges faced by comms SPS in managing the customer life cycle, and the potential of generative AI in advancing CX management within the telecommunications B2B sales workflow. The report also concludes with vendor examples and recommendations for tech marketing and sales leaders. "Telcos must innovate across the customer journey, offering personalized services and seamless experiences to foster loyalty. By harnessing the power of AI/ML algorithms, telcos can anticipate customer needs, personalize offerings, and provide proactive support," says Said Khairil Anwar Rahmat, senior research manager, Asia/Pacific Telco Research

Executive Snapshot

New Market Developments and Dynamics

• Introduction
• Changes in Supporting Transformation: Infusing AI and Improving CX
• Challenges Faced by Telcos in Managing Customer Life Cycle
• The Importance of CX Platforms in Comms SPs' Digital Transformation
• Transforming CEP with Generative AI
• Vendor Examples
  • Amdocs
    • Case Study: Airtel Reduces Customer Frustration to Near-Zero Levels with AI-Driven Automated Operations
  • Salesforce
    • Case Study: Singtel Utilizes Salesforce to Enhance Customer Insights and Drive Connected Experiences

Advice for the Technology Supplier

• Recommendation for Tech Marketing Leaders
• Recommendation for Tech Sales Leaders

Learn More

• Related Research
• Synopsis