Expert opinions
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
Read moreThe 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
Read moreCSPs 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
Read more‘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
Read moreCustomer 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
Read moreAccelerate 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.
Read moreHow 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
Read moreBig 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.
Read moreIt’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.
Read moreCustomer 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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