Seattle, WA, February 25, 2021 /PRNewswire/ — Globys, a leader in digital customer experience for telecom carriers in the business-to-business (B2B) domain, announced the second wave of results from its “State of the Telecom Industry” global research of B2B customer portals. Research was undertaken in 2020 in response to the accelerated investment in digital transformation by Communication Service Providers (CSPs) and the increasing reliance on digital self-service tools to transact business.
The research findings indicated that most CSPs either provided a customer experience that was at Stage 1 “Digital” or approaching Stage 2 “Actionable” in a five-stage journey along a customer-centric digital maturity model for B2B transactions.
Derek Edwards, CEO of Globys, described the five stages of maturity as follows:
Globys’ research covered 72 business customer use cases along the entire customer journey of purchasing, managing, analyzing and paying for their products and services from CSPs.
Edwards shared “Our research confirmed that CSPs have a long way to go to match the modern experiences provided by their over-the-top competitors when it comes to ease of use and simplicity. CSPs trying to mimic the consumer digital experience for their business customers will struggle to get it right using the same software tools and approaches. The complexity of business needs and processes requires a fundamentally different approach. In fact, some business customers could be at risk from a series of bad experiences or false promises.”
If you would like to learn more about Globys research, please contact Bram Cool at [email protected]
Globys was founded in 2008 to help telecom service providers deliver a digital experience for their business customers. Today, the Globys B2B Portal Platform enables business customers of all sizes to securely transact with their providers, whether buying new products, managing existing services, analyzing usage and charges, or paying their invoices.
With a strong global client base, including five of the six top carriers in North America as customers, Globys has hundreds of thousands of companies interacting with its products every day. Globys is focused squarely on being a true partner to its clients, making it easy for them to deliver exceptional customer experiences at one-third of the time and cost of alternate solutions.
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