Customer experience management for mobile market valued at $1b

Customer experience management (CEM) for mobile is a billion-dollar market opportunity in 2013 across the network and IT domains, according to ABI Research's latest report.

While CEM has been applied across verticals such as financial services, transportation, food and beverage, it’s only recently that CEM has been applied in mobile.

Aditya Kaul, ABI Research practice director, said that the mobile CEM landscape today is dominated by IT vendors such as HP, Amdocs, and IBM, which are leveraging strengths in IT combined with a heavy focus on customer analytics and data mining.

However, for CEM to succeed, the network piece including network monitoring, optimization, DPI and policy, has to go hand-in-hand with the IT piece, which is where traditional network vendors come in,” he said.