This report was prepared in November 2018 by TM Forum and deals with the importance of customer experience as a driver of business benefits. The topics covered include why customer experience is important, challenges communications services providers (CSPs) face in developing digital customer experiences, steps CSPs must take to overcome the challenges, and what CSPs can learn from digital natives and their peers who have succeeded in improving customer centricity. The report is useful for executives, managers, and employees of CSPs.