Adopting CEM help convert OTT threat to data revenue opportunities for mobile operators Today, smart phone users demand the high standards of excellence and efficiency from their telecom operators. The rise in expectations of an enhanced user experience with multiple mobile devices has increased the elasticity of demand among mobile customers. This means that many are prepared to switch operators if they don’t get what they want. As a result, operators around the world risk losing nearly 40 perce...

The customer experience performance metric: Bridging the gap between the actual and the perceived Customer experience is all about the perceptions and related emotional value caused by the most recent, historical, one-off or cumulative effect of interactions with a supplier’s employees, channels, systems, products or services.  Customers expect to have a consistent, connected, personalised, and efficient experience across all phases of the customer lifecycle and across all their channel interactions. Tod...