Digital transformation has taken hold of the communications industry. It used to be enough for major industry players to rely only on the size and speed of their networks to stay competitive and retain market share. However, standing out from the competition today involves facing unfamiliar challenges, especially at a time when customers now demand better overall experiences and have more solution providers to choose from than ever before. Communications service providers now have no choice but to transform their operations and deliver better, more personalized customer experiences.

The first step in doing so is to create a clear picture of the customer journey, and data is crucial in creating that picture. Without access to customer data, attempting to create customer experiences that spark long-term loyalty would involve working in a vacuum. Of course, keep in mind that data tends to get siloed. For example, sales teams often have low visibility into prospect or customer records, since most of that information typically lives within customer service. Yet, success in sales requires having detailed knowledge about the customer. Siloing data prohibits smart prospect interactions, and obstructs the creation of cohesive customer experiences.

Fortunately, there is a strategy you can deploy to deliver effortlessly on customer expectations — and it’s all discussed in detail in our newest e-book, “3-Step Guide to a Seamless Prospect Journey in Communications.” Here, we explore how communications service providers can leverage three powerful Salesforce products to break down channel silos, connect customer interest to action, and empower sales representatives like never before. The e-book takes a deep dive into how:

  • Marketing Cloud lets you personalize every marketing interaction
  • Sales Cloud unifies customer records and increases prospect conversion
  • Einstein leverages artificial intelligence to optimize every touch of the sales cycle

While you're at it, be sure to take a few minutes to explore our latest communications industry solution: Unify the Prospect Journey. You'll see how Salesforce can be the catalyst that helps you win over more consumers. If you still want to learn more, don't forget to check out our recent webinar, “3 Keys to Creating a Seamless Prospect Journey for useful tips on how improving the customer experience can be your ticket to increased sales.