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市場調查報告書

全球Telco的客戶經驗管理預測

Global Telco Customer Experience Management Outlook 2017 - Catering to a Digital Customer

出版商 WiseStrokes - Wireless Industry Research Consulting 商品編碼 544418
出版日期 內容資訊 英文 122 Pages
商品交期: 最快1-2個工作天內
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全球Telco的客戶經驗管理預測 Global Telco Customer Experience Management Outlook 2017 - Catering to a Digital Customer
出版日期: 2017年08月21日 內容資訊: 英文 122 Pages
簡介

本報告提供全球Telco (通訊業者) 的客戶經驗管理 (CEM) 調查分析,趨勢,現狀,教訓,案例研究等系統性資訊。

簡介

CEM趨勢

  • 摘要
  • 資料分析
  • Telco CEM的主要支柱
  • 自動化、AI
  • 合作、夥伴關係
  • 從產品到消費者
  • 安全,控制,透明度
  • 設備管理

忠誠度、生命週期、照護

  • 產生出貢獻度高的客戶的策略
  • 客戶生命週期管理、保持策略
  • 客戶經驗、照護

數位消費者的理解

  • 焦點數位服務
  • Telco的CRM組成架構
  • 新產品服務、發展
  • 商品搭售所扮演的角色

超級連網型世界的客戶經驗

  • Telco在UE苦戰
  • 網路品質是UE的核心

相關產業的教訓

  • CEM排行榜:各產業領域
    • OTT
    • 銀行
    • 零售

數位轉換趨勢

  • SOC、虛擬化所扮演的角色
  • 提供IP-based服務

多通路CEM

  • 實體商店以上
  • 全通路CEM
  • 視訊通話機器人的成長

社群媒體的有效利用

  • 社群媒體的重要性
  • 多樣平台的方法

地區趨勢

  • 北美
  • 南美
  • 非洲
  • 中東
  • 歐洲
  • 亞太地區

供應商案例研究

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

建議

目錄

Players mentioned in theReport

AccentureHP EnterpriseSingtel
AdobeHuaweiSpirent
AegisIBMSprint
AmazonInMomentzSundaySky
Amazon Web ServicesInteraktTalkTalk
AmdocsJascoTech Mahindra
AstelliaLiberty GlobalTelefonica
AT&TmCarbonTelekomsel
AvayaMicrosoftTelenet
Bharti AirtelmPhasisTesco Mobile
CapitaMTN GhanaTieto
ChatterPlugMTN South AfricaT-Mobile
ClickFoxMuleSoftTuGo
Deutsche TelekomNexmoTwilio
DigicelNokiaTwitter
EconetNuanceTyntec
EricssonCommunicationsUber
EssarO2Vodacom
EtisalatPegaSystemsVodafone
FacebookQivikonWatson IBM
Facebook MessengerReliance JioWipro
Globe TelecomResponseTekWynk
GoogleSalesforceZain
GSMASAP 
HOOQServiceFriend 

Table of Contents

Introduction

  • Summary
  • Customer Experience Management Triad
  • Customer Touch Points

Trends in CEM

  • Summary
  • Data Analytics
  • The Key Pillars of Telco CEM
  • Automation & AI
  • Collaboration & Partnerships
  • From Product to Consumer
  • Security, Control & Transparency
  • Device Management

Loyalty, Lifecycle & Care

  • Strategies to Create a Loyal Customer Base
  • Customer life cycle management & retention strategies
  • Customer Experience & Care

Understanding the Digital Consumer

  • Digital Services Focus
  • Telco CRM Framework
  • New Product Service & Deployment
  • Role of Bundling

Customer Experience in Hyper Connected World

  • Telcos struggle in UE
  • Network quality at the core of UE

Learning from Ancillary Industries

  • CEM Ranking by Industry
    • OTT
    • Banking
    • Retail

Digital Transformation Trends

  • Role of SOC & Virtualization
  • IP based service delivery

Multichannel CEM

  • Beyond Brick and Mortar
  • Omni Channel CEM
  • Growth of video calling & bots

Leveraging Social Media

  • Importance of Social Media
  • Multi platform approach

Regional Trends

  • North America
    • T-Mobile: Customer Focused Growth
    • Liberty Global: Virtual Customer Care Center
  • South America
    • Digicel: Leveraging Contact Centers
  • Africa
    • Econet: Partner to upgrade CEM
    • MTN Ghana: Network and Retail Strategy
    • MTN South Africa: Network based growth
  • Middle East
  • Etisalat: Strengthening Web Presence
  • Zain: Connecting the Network & Consumer
  • Europe
    • Telenet: Smart Use of Video to Convey Value
    • Telefonica: End to End Digitalization
    • Vodafone: B2B Customer Care
    • TalkTalk: Experiments in IVR
    • O2: Contact Reduction through IP
  • Asia-Pacific
    • Globe Telecom: Bot based Strategy
    • Bharti Airtel: Huge Investments in Customer Care
    • Singtel: Omni Approach to Customer Care

Vendor Case Studies

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

Recommendations

List ofCharts

  • Chart 1: CEM Triad
  • Chart 2: Customer Touchpoints
  • Chart 3: The Key Pillars for Telco CEM
  • Chart 4: Customer Lifecycle
  • Chart 4: Customer Lifecycle
  • Chart 6: Telco CRM Framework
  • Chart 7: New product and service deployment
  • Chart 8: Role of bundling
  • Chart 9: Maturity of various CEM channels
  • Chart 10: Key Components in Multi Platform Approach

List ofTables

  • Table 1: CEM Ranking
  • Table 2: OTT CEM
  • Table 2: OTT CEM
  • Table 4: Retail CEM
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