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Customer Centricity is the Key to Digital Transformations

With a heritage of being a public utility, service providers have made great strides moving from an engineering dominant DNA to a marketing and customer focused organization. Gone are the days of customer service reps telling you your choices were a black rotary telephone or…a black rotary telephone.

Although service providers are still highly regulated, they have transitioned from public utilities to powerful forces in the media and technology industry. In this new world, the customer is king. And as such, service providers have been working on strategic initiatives around customer experience.

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