Network coverage and device innovation are no longer the competitive differentiators they once were, but the customer experience remains fragmented across many types of devices, services, and networks. Technology, data mining, and managing customer expectations are key to transforming the customer experience, which is an evolving process between customers and carriers. Customer experience management may be the most important competitive differentiator in the future, which is why carriers must make it a core competency. There are multiple challenges- challenges a trusted partner like Alcatel- Lucent can help them solve.
Table of Contents:
Customer Management: Creating Satisfied Customers Through More Effective Interaction
Analytics: Gaining Insight into Customer Behavior
Optimization: A Choice- Driven Approach to Maximizing ROA
Consulting: Prioritizing CEM Improvement
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