The CMO Council and its Customer Experience Board have collaborated with Huawei's OPEN Roads Community to build a mature ecosystem for Omni-channel Management and contribute to improving the maturity of Telco Omni-channel Management standards, architecture practice, and implementation reference. They embark on a new thought leadership initiative to bring together leading voices across the ICT to create an actionable framework for more effective and consistent engagement across all customer touch points and channels of digital interaction. Cross-industry peers cooperate in
 
In an effort to build a framework for a more effective and consistent experience across all customer touch points, the aim of this initiative is to advocate a common model, implementation roadmap, as well as best practices and processes for evolving to a higher level of customer experience, value creation, retention, and business performance.