CEM is too big a concept to deal with without a blueprint

Customer experience management (CEM) is a large and often poorly defined subject that covers a vast spread of needs from network engineering to the retail experience provided to customers. It’s

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The network is the true path to differentiation through CEM

To improve customer advocacy and loyalty, communications service providers (CSPs) are now looking to superior customer experience management as a key differentiator, writes René Tonon

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CSPs must address the entire customer journey if they are to become DSPs

Communications service providers (CSPs) are transforming to become digital service providers (DSPs) but to do so they need to move away from the monolithic CEM systems of the past. Mark

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‘Don’t think like a carrier, think like a business’: Future digital services may start with Tesco

As global chief marketing officer of newly enlarged NETSCOUT, Jim McNiel expects service providers like Tesco to be first to disrupt the market and maximise new digital revenues. Here McNiel

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Customer experience needs to move up a gear, smarter customer engagement is essential

All the talk is about delighting customers but how can communications service providers (CSPs) do that if they don’t understand and communicate with their customers on a personal level, asks

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Accelerate problem resolution and reduce operational expenses by using customer experience solutions

CSPs need to deliver insight into individual and group customer service quality, minimising operational expenses, accelerating problem resolution and optimising the customer experience, writes Graham Kunz.

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How to build an experience based pricing solution

Previous articles in this series examined how communications service providers (CSPs) have generally considered pricing off-limits as part of their strategy for profitable monetisation. This third and final article, written

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Big data comes in small packages

If you are wondering what all the fuss over ‘big data’ is about then relax – you are one of a growing band of skeptics asking the very same question.

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It’s time to get your M2M ducks in a row

The rise in partner settlement complexity needs to be addressed to ensure IoT success, writes Vic Bozzo.

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Customer experience management relates to you, billing and charging professionals

As communications service providers (CSPs) focus more and more on creating differentiation through superior customer experience management, it has become clear that billing and charging are critical enablers of great

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