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Today, CSP strategies focus on customer centricity, as opposed to the earlier network & IT-centric approach. However, due to the lack of appropriate customer experience solutions, there is a huge gap between QoS delivered & the actual QoE.
There is a need to focus on service assurance models and on an integrated service assurance solution. It is also crucial to identify gaps in service assurance and create a roadmap to improve service assurance maturity.