Customer Experience Management: Evaluating Effective Operator Strategies
|出版日期||內容資訊||英文 PPT and PDF (23 slides)
|客戶經驗管理:有效的業者策略的評估 Customer Experience Management: Evaluating Effective Operator Strategies|
|出版日期: 2014年05月14日||內容資訊: 英文 PPT and PDF (23 slides)||
CEM is converging with network intelligence and customer engagement, which is changing the way in which CSPs make software investments.
Customer experience management (CEM) is a long-term strategy with the aim of transforming the business to be less network-centric and more customer-centric. Customer satisfaction and service quality basics must be provided before focusing on differentiating the customer experience. A focus on the customer experience facilitates the delivery of a ‘consistent’, as opposed to a ‘casual’ experience. This Viewpoint evaluates seven use case studies from operators worldwide and analyses the intended impact of CEM on customer retention and loyalty.
The following operators are among those featured in the use case studies:
Patrick Kelly (Research Director) sets the direction for Analysys Mason's Telecoms Software research stream, which focuses on identifying the rapidly growing segments in the telecoms software market. He has produced research on real time analytics, policy management, cloud computing, LTE and mobile backhaul, IP next-generation service assurance, M2M, and customer experience management. Patrick is a frequent speaker at industry and user group conferences. He holds a BSc from the University of Vermont, and an MBA from Plymouth College.