Released: Thursday, June 9, 2016
Customer experience is a top priority for communications service providers today. By enhancing customer satisfaction, organizations can differentiate themselves from competition, both existing players and new-age service providers.
This paper offers a methodology for customer journey design, which acts as a toolkit for CSPs in their endeavor to transform into customer-centric organizations. The customer journey design will help ensure that customers’ needs and requirements are kept at the center of all
operations.
Authors: Abhijit Bhattacharya, Principal Consultant with Tata Consultancy Services – Communications, Media and Information – CMI Business Unit & Ramesh Solaimalaichami, Enterprise Architect, of Tata Consultancy Services- CMI Business unit
