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Next generation CEM now!

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 RamsayDean Ramsay
23 Feb 2022
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Next generation CEM now!

Sponsored by:

Huawei Technologies Co. Ltd

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:

  • How CSPs are radically changing their attitude to measuring and managing customer experience
  • The importance of new technologies in analyzing a wide range of data to better inform CEM systems
  • What is at stake for CSPs implementing a modernized CEM strategy
  • How partner ecosystems are at the heart of new CEM platform models
  • Why CEM is no longer just an operational support system (OSS) function, but a much wider consideration including network operations.


Join the Growth summit at the Digital Transformation World to learn more about the next generation of CEMs and the telco to techco transformational path.