Executive Snapshot

New Market Developments and Dynamics

Trend 1: AI Spreading Throughout Customer Experience

Challenges

Summary and Guidance

Trend 2: Smart Personalization

Challenges

Summary and Guidance

Trend 3: Customer Journey Optimization

Challenges

Summary and Guidance

Trend 4: Driving More Customer Traffic onto Digital Channels

Challenges

Summary and Guidance

Trend 5: Cultural and Organizational Change

Challenges

Summary and Guidance

Advice for the Telco

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Related Research

Synopsis