{"id":625776,"date":"2021-10-01T11:26:11","date_gmt":"2021-10-01T16:26:11","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=630117"},"modified":"2026-01-05T04:26:27","modified_gmt":"2026-01-05T09:26:27","slug":"single-view-systems-cannot-handle-modern-communications-customers","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/single-view-systems-cannot-handle-modern-communications-customers\/","title":{"rendered":"Point of view: Single-view systems cannot handle modern communications customers \u2013 but there is a way forward"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_single-View-systems.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Single-view systems cannot handle modern communications customers<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Moving from individual interactions to meaningful, context-based customer engagement in telecommunications<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/09\/B2B-telco-PoV.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>B2B-telco-&#8230;<\/span><span class=\"type\">3 MB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section--story-content article-body section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p class=\"wp-block-paragraph\">Today\u2019s digital-native society has redefined standards for customer experience, but Communications Service Providers (CSPs) have not kept their experiences up to par.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The issue is an over-reliance on legacy billing systems that are ill-suited to handling the complexity inherent in demands from CSP customers. These platforms are meant for individual record-keeping, not handling contextual, personalized interactions.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>However, there is a way forward. Through a Legacy Isolation through Digital Architecture (LIDA) approach, these organizations can quickly augment their existing digital ecosystem to deliver on customer needs. Our PoV here dives into: The reason CSPs have fallen behind How microservices can get CSPs to market faster The value of a persistent customer context layer.<\/td><td><a href=\"https:\/\/www.capgemini.com\/no-no\/us-en\/wp-content\/uploads\/sites\/4\/2020\/08\/B2B-telco-PoV.pdf\"><\/a><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-download-our-report-now-and-start-delivering-on-your-customers-expectations\"><a href=\"https:\/\/www.capgemini.com\/no-no\/us-en\/wp-content\/uploads\/sites\/4\/2020\/08\/B2B-telco-PoV.pdf\"><strong>Download our report now and start delivering on your customers\u2019 expectations<\/strong><\/a><\/h3>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Today\u2019s digital-native society has redefined standards for customer experience, but Communications Service Providers (CSPs) have not kept<\/p>\n","protected":false},"author":33,"featured_media":744857,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"badc26c9-4b01-40b0-8ef0-be77caaf8e34\",\"blogId\":\"30\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/us-en\/\",\"postLink\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/single-view-systems-cannot-handle-modern-communications-customers\/\",\"postId\":625776,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":294,"primary_term":"Customer experience","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[294],"brand":[],"service":[],"industry":[97],"partners":[],"content-group":[],"class_list":["post-625776","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-customer-first","industry-telecoms"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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