The Communication Service Provider (CSP) industry is currently awash with talk about the importance of optimising the customer experience. The customer experience is considered to be a key area of differentiation, and delivering a good customer experience as essential for those CSPs who wish to retain existing customers and attract new ones from rivals.

However, in order to truly optimise the customer experience, there is a vital dependency on optimising the product experience.
 

This report explains how the product experience underpins a satisfying customer experience:

• the products are what drive a customer to engage with a service provider
• the diversity and attractiveness of offers and services are what generate additional revenue
• the quality and consistency of the use of those products is what keeps the customer loyal.

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