Skip to main content

Customer experience innovation

Leading service providers are embracing a “customer-in” way of thinking rather than the traditional “network-out” approach, looking for holistic ways to remove friction points from every stage of the customer journey.

Find out how: read the report

Customer experience innovation
Customer experience innovation

Explore the reports

Service providers are shifting their strategies in response to changing customer expectations, new competitors and differentiating business models.

Strategy trend: Customer experience innovation

Service providers are constantly looking for ways to transform. Based on our analysis of industry trends, learn how service providers around the world are using customer experience innovation as a strategy for success.

Read the report

Opportunities for growth

Service providers are shifting their focus from their network to their customer relationships. Watch the video (1 min 9 sec).


Mega trends. Massive insights.

New research from Nokia and Oliver Wyman sheds light on how the world’s service providers are dealing with disruption and defining their futures.

Gain insights into successful strategies

  • What are the major industry trends driving operator success? 
  • What initiatives have achieved success, and which have failed?


Find out more about strategies of successful CSPs

Focusing on the challenges of business growth, operational efficiency, customer experience and innovation, our study identified three “megatrends” common across the industry, in every region and service provider segment. Read more about the following strategic responses to telecom industry trends:

Next steps

Learn how you can…

Take advantage of every 5G opportunity

Be the first to market to offer mind-blowing 5G speeds and accelerate your customer’s digital experience.

Make the most of each moment when customer loyalty is won or lost in seconds

Discover how connecting intelligence in the 5G era helps you meet everyone’s expectations.

Create, deliver, assure and monetize services in the 5G era

See how to simplify your operations and connect the network to the business.

Get more insights

Best practices for 5G transformation

Gain insights into 5G strategy best practices based on research conducted in partnership with Analysys Mason.

The AI opportunity for telecoms

Based on interviews and a global survey of CSPs, explore the strategic and business opportunities enabled by AI, and approaches to overcome the barriers to implementation.

The future of operations in the 5G era

Discover how to connect the network to the business in our video series