Gartner® Market Guide

Market Guide for CSP Customer Management and Experience Solutions

"Economic headwinds, growth pressure, new customers and product focus mean CSPs must continue to maintain or even enhance their focus on customer experience. CIOs can utilize this Market Guide to shape their sourcing strategy by understanding the investments and directions of representative vendors."

Key findings:

  • Tick"Communications service providers (CSPs) are dealing with too many goals and objectives, such as cloud, automation, digital products, AIOps and B2B growth, that are intertwined with customer experience (CX). This creates challenges in implementation."
  • Tick"CSP sourcing of customer management and experience (CM&X) solutions is getting complex due to the involvement of multiple stakeholders. However, most of the sourcing is still associated with technical capabilities and commercial models, instead of a strong linkage between business and technical requirements to deliver wanted outcomes."
  • Tick"CM&X is the most likely solution to be offered in the SaaS model, compared to other CSPs’ solution stacks. However, regulatory and data privacy concerns continue to be an issue in many geographical markets, particularly with the use of public cloud."

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Gartner, Market Guide for CSP Customer Management and Experience Solutions, Juha Korhonen, Amresh Nandan, Chris Meering, Susan Welsh de Grimaldo, 10 April 2023.
 
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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