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Explore the industry evolutions and drivers of the next generation of CEM, as well as a fundamental aspect of the telco to techco transformational path.
Dean Ramsay, TM ForumBy submitting this form, you acknowledge that your contact information, including email address, will be shared with the sponsor, and consent to TM Forum contacting you by phone or email to fulfill your request and to inform you about appropriate products or services.
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Next generation CEM now!
The discipline of customer experience (CX) within communications service providers (CSPs) has changed a great deal in the past two to three years.
That shift has been driven by the changing expectations of customers, the demands of CSPs to differentiate on CX, and by technological advancements, allowing greater analysis and control of data. CSPs’ customer bases, both consumer and enterprise, are now in constant interaction with digital native companies, and this has not only radically altered their expectations, but also entirely changed the service quality playing field.
For any CSP seriously addressing CEM functions, an incremental change is no longer the answer. In this report we look at industry evolutions and drivers of the next generation of CEM, as well as a fundamental aspect of the telco to techco transformational path.
Read this report to understand:
