Expert Opinions
Expert Opinions
CEM addresses more than just customer satisfaction
CSPs are acquiring new information about their customers every day; what services they use, when and where they use these services, and the capability of its network to support these interactions. As
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Ericsson and Microsoft partner for a better customer experience and leaner operations:
Ericsson and Microsoft are working together on business application architecture.Here VanillaPlus talks to Ralf Guckert, Ericsson’s Head of Product Management, Business Support Systems, and Mike Ehrenberg who is a Technical
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Real customer experience for all users requires real-time and delivers real revenue
Real-time charging enables the real-time customer experiences the market demands. It also enables elimination of bill shock, allows for two-sided business models and improves the customer experience, writes Jaco Fourie.
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How to close the customer experience gap
Mobile operators need new approaches to close the gap between what their networksreport and what their customers tell them, argues Neil Coleman
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CSPs must learn to balance CEM and profitability
Communication Service Providers focus too much on their own financial performance but customers don’t care about that. Instead, they should balance their need for profitability with ensuring their customers’ have
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Build the product experience by using product management to enhance customer satisfaction
The Communication Service Provider (CSP) industry is currently awash with talk aboutthe importance of optimising the customer experience. The customer experience isconsidered to be a key area of differentiation, and
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Making your customers transparent:
In a recent Frost and Sullivan poll, 96% of communication service provider executives agreed that their organisation needs to undergo transformation. This is especially true for OSS/BSS where, for many
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Servicing next generation users – real time integration with social media
The telecoms industry has focused recently more on next generation technologies and less on the beneficiaries of those technologies, namely the next generation users. Corina Bulucea says it’s time operators
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RAN-aware congestion management critical for quality of experience
We are in the age of the data tsunami. Equipped with increasingly smart devices, 3G dongles and air cards, broadband consumers are devouring mobile bandwidth at an unprecedented pace. In
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