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FINAL WORD
How CSPs
can fulfil the
expectations of
digital natives
In the age of the digital native, where
negative experiences will quickly be
shared on social media, CSPs in the
Middle East need to ensure customer
experience exceeds expectations.
Maxim Nartov, Customer Solutions
Director, Nexign, says a vital part of this
is designing a robust Business Support
System allowing CSPs to become digital
service providers (DSPs) offering an
expansive customer experience.
I
f you are not a digital native, you may remember a time when
the phrase ‘The customer is king’ could be met with a measure
of cynicism, if not outright derision.
Customer-centric businesses were often little more than fictions
concocted by astronomically funded marketing teams. Not today.
Welcome to the age of the digital native, who differs from their
ancestor in one important respect. Give one of these discerning
consumers a negative experience and they will share it with
thousands in less time than it will take you to read this article.
In the Middle East telecoms sector, digitally savvy consumers, armed
with virtual royal sceptres such as Facebook and Twitter, have forced
communications service providers (CSPs) down transformative
highways, reimagining the customer experience from the ground up.
At the epicentre of this re-design is a robust business support system
(BSS) platform, the nerve centre of the telco, where infrastructure,
business model and customer experience (CX) meet. To deliver onto
the millennial all that which he or she demands, you need to become
a digital service provider (DSP), expanding CX, solution offerings,
partner ecosystems and a host of other capabilities.
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