With mobile network operators investing heavily in customer experience management solutions, we ask; is it better to use the foundations of a network management tool or an IT tool to manage CEM? The telecommunications industry is no stranger to Customer Experience Management (CEM). Mobile network operators are looking at multiple churn reduction strategies, and … Continued
Social media has now firmly positioned itself as a channel for customer interaction across nearly all industries, and telecoms is no exception! In fact, mobile network operators (MNOs) are investing in whole project teams and toolsets to help measure and manage the multi-channel customer experience, and reduce the ever important customer churn rate. How are … Continued
Mobile Europe’s fourth annual report draws on survey findings to identify the most disruptive trends in the mobile landscape during 2013 – and forecasted priorities for 2014. Results show that 63 per cent of the respondents (Telco industry publication readers) said that 4G/LTE has had the most disruptive impact on mobile operators; with big data … Continued
