In today’s competitive environment, providing exceptional customer experience is highly pivotal for business sustainability including telecom sectors. This study conducted among the customers of telecommunication sectors in Papua New Guinea examined the impact of modern support services augmented with digital technologies on customer satisfaction and their retention. It addressed various critical parameters including customer awareness of digital support services, challenges encountered in both conventional and digital support channels, perceived effectiveness and the influence of digital literacy. The questionnaire was framed to test the effectiveness of the digital technologies on customer experience and the data were collected based on a convenient sampling distribution. The samples of 100 respondents were analyzed in SPSS using the Independent t-test, chi-square test and frequency distribution tools. The finding revealed that both traditional and modern digital support services had positively impacted customer retention paving the way for business sustainability. Also, the study outcome highlighted that 64% of customers have adequate awareness about digital support services. Another interesting finding showed that there was no significant association between digital literacy and the use of digital support services. Further, the research identified long waiting hours and difficulty in reaching the customer representative as the predominant challenges in the traditional support system. On the other hand, a limited range of support services and lack of personalization were the major challenges of digital support services. Even though the expression of retention rate was higher in digital support services, the perceived effectiveness was still high in the traditional support system. This study could be extended to additional insights having analyzing customer experience in using digital support tools in the context of age, gender, province and a few other attributes. However, the potential findings derived in this study will highly contribute PNG telecommunication sectors to sustain their business by knowing their customer expectations and developing strategic plans for their retention. This study recommends that service providers to take necessary steps to increase awareness and training to use digital support systems and also suggest providing toll free customer care facilities.