Recounting the CTO Telecom Summit’s peer-to-peer roundtable facilitated by SAS CIO Suzanne Gordon, this paper shares the challenges and best practices in effective customer data management from the CIOs and CTOs of leading service providers. Participants addressed cultural issues, including building collaboration and information sharing, obtaining clear business objectives and bridging the business-IT divide. They also discussed technology issues, such as ensuring data quality and integration to provide a holistic customer view to business leaders.

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