7 Steps to Improving CEM through the Network

  • File Information
  • File Size 586.17 KB
  • Number of Files 1
  • Published on May 16, 2016
  • File Types pdf
  • Back to resources

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.

Subscribe to download