As the world moves into the post-digital era, communications companies are beginning to build new products and services that shift the one-off, transactional exchanges between businesses and consumers to an ongoing, customized
Technology identities are part of an emerging enterprise feedback loop, one that first began to show its potential with the personalization efforts of the digital era. Through digital technologies, communications companies gained new, direct touchpoints with customers. They used the resulting “snapshots” of insight into customer needs and goals to deliver personalized products and services, which, in turn, gave them even more insight into their customers. Now, that technology-driven feedback loop is about to kick into overdrive.
CSPs are moving beyond personalized products to individualized experiences, creating a one-to-one relationship with each customer where technology plays the starring and ever-present role.