More the act of a clumsy writer -- Heavy Reading's name did not initially appear in the ALU/BT item because I had lopped off an important closing bracket on the coding of the name... now restored.
Let's hope the Heavy Reading survey results are matched by actual increases in investments by comms service providers (CSPs) in SPIT (service provider IT) systems, and the relevant specialists, that can help them provide better levels of customer service -- it's as much a people & culture thing as it is technology.
The main things CSPs appear to need are heavy-duty analytics software systems that can actually help them make sense of the data they already have and which are easy to use and intuitive. This industry appears to be a way from having that at the moment.
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