CorporateCustomer Experience

The Continual Evolution of CEM to the Experience Management Control Continuum

Pipeline: Customer Experience Management

The following article appeared in the March 2017 edition of Pipeline

In the highly-competitive mobile and fixed-line telecommunications space, providing a differentiated customer experience is critical to reducing costs and churn, and to increasing top-line revenues. Customer experience is not a unified concept; it is a combination of customer behaviors, expectations, and lifestyles. However, many organizations still lack the requisite visibility to collect all the information needed to ensure delivery of a top-notch customer experience.

Qoe in the Digital Transformation Era