CEM: Much More than just Passive Probes

As network operators continue to roll out new services, it is important to ensure that customers continue to get the same Quality of Service (QoS) and level of satisfaction that they have become accustomed to, whether it be TV, mobile or home internet. Operators know they must focus on Customer Experience Management (CEM) in order … 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