New Whitepaper: 7 Steps to Improving CEM through the Network

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

CEM in Telecoms European Summit – Event Highlights

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

Customer experience management solutions – The pros and cons of network tools vs. IT tools

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