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Communications service providers are facing the ultimate paradox: Connecting with customers in real time and creating unified customer journeys are among their top priorities and their top challenges. Why? Data silos were caused by mergers, acquisitions, and a culture that prioritized internal competition. In fact, nearly all (89%) IT leaders say data silos inhibit digital transformation initiatives. And that’s held service providers back from connecting the dots at the same time they are working to become more customer-centric. This is a hurdle providers must overcome because accessing locked-away data is the key to delivering the convenient, consistent, and customized experiences that customers expect. In fact, those that pivot to a customer-centric, data-driven approach can perform better on key business metrics like revenue growth, customer retention, and profitability. How can communications service providers build a cohesive data strategy that unites the organization, anticipates customer needs, and keeps them one step ahead of the competition? This playbook has everything you need to unlock, understand, and take action on your data. |
