Market Research Report
Customer Engagement: Worldwide Forecast 2019-2023
|Published by||Analysys Mason||Product code||721784|
|Published||Content info||25 Slides
Delivery time: 1-2 business days
|Customer Engagement: Worldwide Forecast 2019-2023|
|Published: November 14, 2019||Content info: 25 Slides||
"Digital customer journeys and the automation of enterprise engagement functions will be the key drivers of new spending in this segment."
This report provides forecasts for communications service provider (CSP) spending on customer engagement software systems and related services for 2019-2023. It provides details on spending by delivery type, service type, sub-segment and region. The report also provides recommendations for how vendors and CSPs can make use of SaaS-based systems and automation to deliver a rich digital customer experience.
John Abraham: Principal Analyst, Research
John leads our digital transformation research, including three research programmes: Customer Engagement, Monetisation Platforms and Digital Experience . His areas of focus include customer journeys and experience, the impact of 5G on BSS systems, telecoms enterprise opportunities, cost transformation, ecosystems and value chains, and micro-services-based architecture models. John has over a decade of experience in the telecoms industry. At Analysys Mason, he has worked on a range of telecoms projects for operators in Africa, Europe, India and the Middle East. Before joining Analysys Mason, he worked for Subex, a BSS vendor, and before that for Dell in India. John holds a bachelor's degree in computer science from Anna University (India) and an MBA from Bradford University School of Management (UK).