Future Customer Experience: From Digital to Omnichannel - a TM Forum exclusive

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Presented by

Barry Graham & Ed Finegold, Contributing Analysts, TM Forum | San Zaw, VP Solution Consulting, TIBCO Software Inc. and more

About this talk

Telcos are working at breakneck speed to improve the entire customer experience (CEX) they deliver for their B2C and B2B customers. This includes not only customer-facing physical and digital channels, but also device experiences, the integration of network and service assurance with CEX, and the rising importance of privacy, security and trust. Join this webinar by TM Forum to understand the general state of CEX across major telcos worldwide, the emerging trends, the most successful approaches, least effective tactics and near-future investments in new CEX technology. During this webinar we will review: The success of omnichannel and personalization efforts The integration of network and service assurance with customer experience strategy The challenges operators face with an expanding array of new devices The importance of privacy, security, and trust throughout the customer experience The role of fast-evolving technologies like AI, robotic process automation (RPA) and cloud-native architectures.

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