This document summarizes key challenges and opportunities for communications service providers (CSPs) related to customer experience management (CEM). It finds that CSPs must address rising customer demands, intense competition, and network upgrade costs. CEM can help CSPs improve customer focus, service differentiation, and revenue growth. The document also reviews CSP drivers for CEM adoption, including customer retention, yield management, and operational efficiencies. It provides recommendations for both CSPs and CEM vendors on implementing holistic CEM strategies.