Gartner defines customer management and experience solutions as part of business support systems (BSS) solutions for CSPs, and as commercial off-the-shelf software solutions that address CSPs’ all customer-facing operational requirements. This includes managing customer channels, customer information, incidents, products, pricing, quotes and offers, order and partner management.

This report provides a comprehensive analysis of the CM&X market, covering market description, market direction, market recommendation, and emerging trends in CM&X solutions. This report also highlights that CM&X is critical for growth and customer retention in the constantly evolving and highly competitive telecommunications markets. CSP CM&X solutions market demand is shaped by a wide range of current and evolving CSP requirements, which are aimed at achieving multiple outcomes to transform the CSPs’ business and operations and make them more competitive.

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