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 CEM to differentiate from … Continued
Mobile virtual network operators (MVNOs) are in a great position; they avoid the difficult task of managing a complex network infrastructure, but still reap the benefits of selling voice and data services into the marketplace. But when it comes to customer experience management, is it plain sailing or simply out of their control? Customer … Continued
Last week Vienna played host to the CEM in Telecoms European Summit 2015. Attracting over 100 delegates, the event had a strong focus on how operators are perceived by their customers, the relationship between marketing and CEM teams, and the process of launching new products and services into the marketplace. The SysMech team were in … Continued
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
