Digital experience investment grows as CSPs focus on hyper-personalized customer service
TM Forum
JULY 23, 2021
for example, shows that CSPs’ share of the market for communications services fell from 73% to 49% between 2011 and 2019, while that of digital disrupters rose to 49%. Over-the-top competitors don’t face those limitations, so they are much more agile in rolling out new digital experiences. Research undertaken by Omdia. ,
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