客戶經驗指數 (CEI):客戶中心的CSP (通訊服務供應商) 的創造

由於通訊服務供應商 (以下簡稱CSP) ，可得到改善客戶經驗 (客戶經驗值) 的相關優勢，CEI (客戶經驗指數) 的引進正在積極發展中。此外供應商方面也因可在提供專業服務方面降低人力成本，並可優化自家公司之解決方案。CEI解決方案是資料驅動型的演算法，可預測用戶加入的各種時機，以及服務·生命週期的各種階段。能活用這個解決方案，便可以極少的樣一便得出與Net Promoter Score調查同樣的結果。 而且也可活用得自公司內部系統數據的KPI (重要業績評估指數) 。藉由內部系統直接利用客戶經驗，CSP便可管理各個客戶掌握的經驗。

本報告提供CSP (通訊服務供應商) 上CEI (客戶經驗指數) 的活用方法相關分析，提供您CEI定義，及客戶支援現場 (客戶·服務管理等) 方面CEI的活用方法，提供CEI服務的供應商/專門服務行業者的概要，建立客戶經驗中心型CSP所需的條件，引進CEI解決方案時必要事項，市場需求預測等相關調查與考察。

目錄

• 摘要整理
• CEI (客戶經驗指數) 定義與結構
• 供應商方面的解決方案與方法
• 活用CEI的CPS (通訊服務供應商)
• 關於著者及Analysis Mason

"CSPs are actively deploying CEIs because of the benefits associated with improving customer experience, and vendors can optimise their solutions by reducing the effort associated with offering professional services."

A customer experience index (CEI) solution is a data-driven algorithm that can help to predict the experience of any subscriber, at any time, and at any stage of their service-lifecycle. These solutions provide a simple number in the same way Net Promoter Score survey results do, but use KPIs that are derived from internal systems data. Matching customer experience directly to internal systems enables CSPs to manage the experience of each customer.

This report:

• defines a CEI and discusses the key performance indicators (KPIs) that should be used to create it
• provides an overview of how a CEI works with customer-facing systems such as those related to customer care and service management
• highlights the vendors or professional service providers that offer CEI solutions to the telecoms market
• assesses the requirements for supporting a customer-experience-driven CSP
• discusses the prerequisites that are needed to deploy a CEI solution
• assesses the demand in the market.

Customer experience index solutions can provide
communications service providers with several benefits

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ABOUT THE AUTHORS

Justin van der Lande (Principal Analyst) leads the Analytics Software Strategies, Customer Experience Management Software Strategies and CSP IT Strategies research programmes, which are part of Analysys Mason's Telecoms Software research stream. He specialises in business intelligence and analytics tools, the functionality of which cuts across all of the research programmes in this area. He also provides project management for large-scale projects within our Telecoms Software research. Justin has more than 20 years' experience in the communications industry in software development, marketing and research. He has held senior positions at NCR/AT&T, Micromuse (IBM), Granite Systems (Telcordia) and at the TM Forum.

Anil Rao (Senior Analyst) is a member of Analysys Mason's Telecoms Software research team and is the lead analyst for the Service Assurance programme, focusing on producing market share, forecast and research collateral for the programme. He has published research on IP probes, real-time network analytics and the importance of service assurance in reducing churn and improving customer experience. He holds a BEng in Computer Science from the University of Mysore and an MBA from Lancaster University Management School, UK.

Table of Contents

• EXECUTIVE SUMMARY
• CEI DEFINITION AND CONSTRUCTION
• VENDOR SOLUTIONS AND APPROACHES
• CPS USING CEI
• ABOUT THE AUTHORS AND ANALYSYS MASON