Communications service providers are facing the ultimate paradox: Connecting with customers in real time and creating unified customer journeys are among their top priorities and their top challenges.
Why? Data silos were caused by mergers, acquisitions, and a culture that prioritized internal competition.The average organization now uses 976 different applications, and many of these systems are poorly connected. The same research shows that the resulting data silos are a barrier to creating integrated user experiences for 90% of organizations. Two-thirds (66%) of IT leaders believe data or systems integration projects take too long, and 69% of them say they are too expensive.
This is a hurdle providers must overcome because accessing locked-away data is the key to delivering the convenient, consistent, and customized experiences that customers expect. In fact, those that pivot to a customer-centric, data-driven approach can perform better on key business metrics like revenue growth, customer retention, and profitability.
How can communications service providers build a cohesive data strategy that unites the organization and is the foundation of a trusted AI strategy, anticipates customer needs, and keeps them one step ahead of the competition? This playbook has everything you need to unlock, understand, and act on your data.