Innovation Awards, in the category of Innovation in Digital Transformation, which was judged by those that use and influence the adoption of innovative technology. We discussed the challenges CSPs face—and the opportunity to accelerate revenue by simplifying CX complexity. 

Simplifying CX and
accelerating revenues

Addressing CX complexity requires a different approach—one that considers the multiple dimensions of customers and their experience. CloudSmartz’s Acumen360™ Digital Customer Experience platform includes core foundational modules with configurable features that integrate with CSPs' existing environment, data sources, processes, and systems. The platform is built for the rules, roles, and permissions that serve personalized views to various internal customers. By aggregating customer, product, network, service, and system information into a single source of truth, Acumen360 automatically simplifies the inherent complexity of CX—ultimately accelerating the delivery of services, and revenue.

Ray emphasized the transformative visibility enabled by its platform. “Acumen360 creates a single pane of glass and then makes it dimensional. It creates a singular master view providing a single source of truth, from which you can create as many multiple tailored views as you want or need for different roles.” This includes the ability to create multiple tailored views for end customers, internal customers, and partners. “It’s really unlimited. The information can be sliced and diced in as many ways as possible, all tying back to individual or departmental roles, rules, and permissions.” This functionality enables different views for different customers, as well as provides function-specific views for customer service, sales or finance, for example. 

Acumen360’s flexibility comes from its composable architecture. In 2020, Gartner coined the term “composable business,” meaning “creating an organization made from interchangeable building blocks.” In a dynamic, post-2020 world that demands resilience, composability enables rapid scale and adoption, free from vendor lock-in and the constraints of legacy platforms. CloudSmartz has embraced the concept of composability with a composable architecture designed to conform to existing service provider environments, enabling integration with existing software such as Oracle, Salesforce, Microsoft Dynamics 365, SugarCRM, and others.

“It’s all driven through roles, rules, and permissions,” Ray emphasized, “which is the biggest thing, as not everyone has access to everything.” With the Acumen360 platform, users are able to incorporate workflow components in and between each system and silo, with visibility and statuses that go back up to the overall platform. “The composable architecture takes advantage of the different roles and permissions of each of the systems, and pieces them together into an overall solution.” 

Because of the built-in flexibility, this composable architecture lowers the cost of integration and accelerates business process automation for CSPs. “We bring everything together, close the gaps in communication between the different systems, and give them visibility,” said Dhariwal. “Then we optimize it, so we’re able to accelerate their digital transformation, which ultimately allows them to accelerate service delivery and revenue.”

Changing the CX data dynamic

Acumen360 also addresses the inherent data challenges of point solutions that have limited, focused, and siloed functionality. Historically, the data contained within them must be aggregated, populated, and shared across the entire organization. Alternatively, consider the benefits of elevating appropriate customer data to a single overarching operational platform that can be use by those closest to the customer—or the customer themselves—and then populate the data back to point solutions.

To illustrate this, when customers order a new product or service, data is populated across all systems and pushed down to the focused point solutions from the master view within Acumen360. This represents a flip in the push-pull relationship of data between point solutions and other systems. Meanwhile, the singular operational platform continues to pull real-time service data from point solutions back into the platform, the master view, and any tailored views that have been created for internal customers. Additionally, Acumen360 enables integration of rich data analytics from third-party sources, such as related to weather-driven events for maintenance for customer communications that might utilize this data—again serving it up to the tailored views specific to roles, rules, or permissions. Simplifying CX complexity also involves streamlining the purchasing process. Delivering superior CX requires