One of the difficulties the telecommunications industry faces with customer experience management (CEM) is that, as we will see, it can still mean different things to different people. But there is growing acceptance that, if it is to mean anything at all, CEM must be end to end. It must take a customer-centric view of all of an operator’s processes, services and customer touch points. This is the goal that many operators have established for their CEM strategies—but for the purposes of this survey we are interested in the situation today.
Telecoms.com Intelligence set out to chart the gap between the aspirations and ideals associated with CEM and the market reality. We surveyed more than 50 executives at mobile operators for insights into CEM strategy at their organization. We wanted to find out what operators believe they can achieve with CEM and how and when they intend to make progress. Download our white paper and discover the results.