AI Driven CX Platform: Unlocking Telco B2B and B2C Growth Potential

This Market Perspective document emphasizes the role of customer experience platforms (CEPs) in driving growth for business to business (B2B) telecommunications companies. It discusses the strategic importance of AI and ML in improving operations and customer experience (CX), the challenges faced by comms SPS in managing the customer life cycle, and the potential of generative AI in advancing CX management within the telecommunications B2B sales workflow. The report also concludes with vendor examples and recommendations for tech marketing and sales leaders. "Telcos must innovate across the customer journey, offering personalized services and seamless experiences to foster loyalty. By harnessing the power of AI/ML algorithms, telcos can anticipate customer needs, personalize offerings, and provide proactive support," says Said Khairil Anwar Rahmat, senior research manager, Asia/Pacific Telco Research