The July 2024 Camunda paper explores how telecommunications companies can deliver unified digital experiences as customer expectations rise and competitive pressure increases. It outlines three core challenges facing telcos: technology limitations from legacy systems, complex end‑to‑end processes, and a persistent disconnect between business and IT teams. These issues often lead to fragmented customer journeys across channels. The paper explains how process orchestration helps overcome these barriers by coordinating people, systems, and decisions across the full customer lifecycle. By improving visibility, flexibility, and alignment, orchestration enables telcos to modernize operations, transform customer experience, and remain economically viable in an increasingly digital and competitive

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