In one of the recent reports by TmForum, they asked Business Support System providers about how they are planning to move ahead in the digital BSS world. They all agreed that customer-centricity sits exactly at the front of both BSS evolution initiatives and digital transformation strategy. This implies there’ll be more redefining methods of interaction between TSPs and consumers in the industry. They are going to prioritize customer experience with digital BSS across all channels throughout this era of operational evolution and increasing service intricacy.
One of the executives at a large scale Western European service provider said that “customer centricity drives nearly everything we do these days. There is barely a project that we initiate without discussing the implications of it to the customer.”
In the past decade, TSPs have started recognizing the fact that now the customer is the one steering the ship. The providers who are still unaware of this haven’t been able to grab the attention of the targeted customers. You need to focus on the customer not just at the time of purchasing, but also when they are using the services.
The three major areas related to customer engagement that can be improved by Digital BSS are:
Businesses need to look at things from the point of view of customers in order to succeed. One can’t properly comprehend the intent and design functional journeys without this orientation. The crucial thing to understand here is that a consumer not only wants to buy a product/service but also wants his/her problems solved. When a business addresses this need, customers like them even more. Thus, TSPs need to focus more on engagement outcomes.
TSPs need to understand how consumers are experiencing their services, incorporating intent and interactions and also their sentiments while pursuing that intent. Also, it’s necessary to understand how their services can help the customers in realizing the goals by offering highly personalized and contextually related experiences across multiple channels.
This can be done through journey analysis. A Customer Experience Director working at a European wireless provider confirmed that ‘Journey analysis is what drives much of their work and it puts them squarely in the customer’s shoes.’
BSS elements related to this include set of engagement capabilities that are smart and robust to take advantage of the personalization feature.
In short, the digital world is growing tremendously at an ever-accelerating pace and TSPs must address their BSS according to that. There’s no doubt that digital BSS is the next big tool for supporting improved customer engagement and you can’t be left behind. To know more about advanced BSS systems, the experts at Echelon Edge can help you. Visit now to know more.
The growing and widespread use of the Internet of Things (IoT) and Big Data applications has led to the generation… Read More
Air connectivity is essential in unlocking a country’s economic growth potential as it attracts business investment and human capital. It… Read More
The 5G network has taken the world by storm. Its exceptional speed and amplified capacities have enabled many industries to… Read More
How IoT is changing critical infrastructures using LoRaWAN? The Internet of Things (IoT) has become advanced in recent years showing… Read More
Nowadays Smart Cities are using a wide range of advanced technologies to manage traffic signals, video cameras, Radio Frequency Identification… Read More
How Decentralized Networks impact the Telecom Sector? The Telecom sector is looking for new ways to evolve and compete with… Read More