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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

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。



  • 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


  • 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


  • 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


  • Telco在UE苦戰
  • 網路品質是UE的核心


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


  • SOC、虛擬化所扮演的角色
  • 提供IP-based服務


  • 實體商店以上
  • 全通路CEM
  • 視訊通話機器人的成長


  • 社群媒體的重要性
  • 多樣平台的方法


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


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



This research report is a comprehensive guide through the complex world of telco customer experience management. It looks at emerging trends in the industry and considers key growth opportunities for telcos to differentiate themselves in this hyper connected world. The report breaks down CEM into various components such as quality of service, customer care and the development of new features and services. The report provides insights into the CEM strategies of various telcos and looks at trending topics such as the growing role played by automation and AI. Along with this the report also highlights some churn management strategies as it is an integral part of the CEM strategy for telcos. The report looks both at the service side as well as the network side of the CEM process. Along with this, the report also contains detailed case studies of vendors working in different aspects of CEM. The report provides global analysis but also provides recommendations on localizing global solutions.

Key Features:

  • A Primer for telco CEM - Highlights the primary attributes that comprise a good customer experience management strategy. CEM covers a wide remit and telcos must use their resources efficiently to improve the right component of their CEM strategy.
  • Top trends in CEM - Insights into the main trends that are transforming CEM such as automation, AI, bots, omni channel communications and social media.
  • In depth regional coverage - Analyzes the varying degrees of customer experience management implemented by telcos in different regions by providing qualitative and quantitative insights of the region.
  • Localizing global case studies - Highlights 16 case studies of exceptional telcos that have been early movers in the industry and also provide a local understanding of the global case studies.
  • 28 Case Studies - A detailed look at 28 key players in the market across the telco and vendor space to understand the market challenge and how their proposition helped them improve the CEM strategy.
  • Leveraging telco strengths - recommendations on the steps that telcos need to take in order to become significant players in the industry based on tools that are already at their disposal.
  • Identifying crucial customer touch points - Analysis of the key areas that telcos need to improve their interaction with the customer. It also looks at how internet based services are transforming the customer touch points.
  • Vendor Insights - Lists out the key vendors doing a variety of things in CEM, and provides their strengths and outlook.

Table of Contents


  • 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


  • 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


  • 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


List of Charts

  • 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 of Tables

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