The CEM-Driven Telco: Next Steps for Adoption
WEST HARTFORD, Conn., April 16, 2014 /PRNewswire-iReach/ -- Global Information Inc. announces the addition of a new market research report "The CEM-Driven Telco: Next Steps for Adoption" at GIIResearch.com
The majority of telecom customers worldwide are antagonistic toward their communications service provider, according to an IBM survey - one of many that show that the telecom industry lags other sectors when it comes to customer experience management (CEM).
However, the tide is turning for telco CEM: Early adopters - those telcos that have been practicing CEM for four years or more - are demonstrating that they are outperforming their competitors, and that CEM does yield results. Challengers with me-too networks have been particularly interested and active here as a means of strongly differentiating themselves from established competition. However, incumbents in particularly competitive markets have also seen CEM as a means of responding to price pressure from new market entrants, enabling them to preserve a reputation for premium value.
'The CEM-Driven Telco: Next Steps for Adoption' looks at the state of the CEM market from both operator and vendor perspectives and explores the next steps in telco adoption of CEM. The benefits of CEM in terms of churn prevention, new upselling opportunities and new customer acquisition through customer advocacy are now well documented. Telcos are at a critical point in their relationship with customers, and 2014 is set to be a key year for grasping the opportunity to improve their market standing.
Table of Contents
LIST OF FIGURES
I. INTRODUCTION & KEY FINDINGS
II. OPERATOR PLANS FOR CEM
III. CEM SYSTEM VENDORS TARGET BIG OPPORTUNITY
IV. CEM SYSTEM VENDOR PROFILES
APPENDIX A: ABOUT THE AUTHOR
APPENDIX B: LEGAL DISCLAIMER
More detailed information is available at
Media Contact: Joe Malley, Global Information, Inc., 860-674-8796, USfirstname.lastname@example.org
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SOURCE Global Information, Inc.