The customer experience will sort the CSP sheep from the CSP goats
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Chris Howarth, Managing Director, Head of Telecoms Industry, Accenture
Chris Howarth believes the although it has been said many, many times before, in the end it will be the customer experience of the transformed virtual network that will differentiate one CSP from another. He says that operators and service providers must keep the customer experience in the front of their minds and at the centre of their endeavours because those that don't will pay a heavy price. As he says, customer buying behaviours are evolving very quickly and they both demand and expect faster, more consistent and much more personalised experiences across sales channels and devices. Thus, to compete, CSPs must be willing and able to to engage and serve their customers - anywhere and at anytime and on any device - to satisfy their needs and thus set themselves apart from their competitors. Altogether now, chant the mantra, "Om...The customer comes first".
FILMED AT: Broadband World Forum 2016, ExCeL Convention Centre, London