The document discusses how digital Business Support Systems (BSS) enhance customer engagement and highlight the need for telecom service providers (TSPs) to adopt a customer-centric approach. It emphasizes that understanding customer experience and incorporating their sentiments are essential for business success. As the digital landscape evolves rapidly, TSPs must adapt their BSS strategies accordingly.

1. How Digital BSS is
powering improved
Customer Engagement?

2. How TSPs
are planning
to move
ahead?
Customer
centricity drives
nearly
everything we
do these days
Western European Service
Provider
Now the
customer is in
charge

3. Major areas related to
Customer Engagement
that can be improved
by Digital BSS
Intellectual
Channel
Management
Centralized Data
Targeted Digital
Marketing

4. How customer-centricity is
influencing businesses?
Solutions-Oriented Approach
Businesses need to look at
things from the point of view
of customers in order to
succeed.

5. Understanding Customer Experience
across the lifecycle
TSPs need to understand how
consumers are experiencing
their services, incorporating
intent and interactions and
also their sentiments while
pursuing that intent

6. Conclusion
The digital world is growing
tremendously at an ever-
accelerating pace and TSPs
must address their BSS
according to that.

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