“Gartner consider the 20 suppliers listed in the report to be representative of the CSP CM&X solutions market as they represent a wide variety of solutions, offering different portfolios, deployment/implementation approaches and focus areas for various segments of CSPs. However, there are many more suppliers with appropriate offerings for various CSP requirements”.
This report by Gartner® has evaluated the key market trends and strategies for customer management and experience (CM&X) solutions, which will help the CSPs management leaders modernize their CM&X applications to support their organizations.
Furthermore, “Gartner® has recommended three approaches that CSPs should consider based on their business requirement and continuing digital transformation and innovation:
- martly implement and align technology and business evolution for customer management and experience, and to evolve CM&X solutions by proactively collaborating with business unit leadership on CM&X strategy and a roadmap.
- Adopt a proof-of-value trial approach by focusing on prioritized business outcomes and solution flexibility.
- Deliver the benefits of time to market, cost and available resources to your organization by prioritizing SaaS solutions to support lines of business with standard products and processes. In addition, leverage internal resources, skills, training efforts and experts for B2B and evolving requirements”.