Customer Experience Management (CEM) is a hot topic right now in the telecommunications industry. With the market entering maturity, communication service providers (CSPs) have seen revenue and operating profits decline by up to 30% over the last decade. To combat this downturn, and avoid becoming a commodity, CSP’s are looking at a range of strategic approaches.
We take a closer look at just one of these approaches; customer experience management. We explore what it is, why it is so important in today’s marketplace and the potential impact of CEM programmes for CSP’s. We have highlighted the crucial 7 steps needed to ensure that the network supports the success of CEM programmes, driving an improved customer experience, with measurable results.
Download this whitepaper.