Customer service assurance (CSA), in many ways, can be called the most critical part of any customer experience management strategy for the converging communications marketplace.
Without an ability to measure the effectiveness of the services that customers purchase and an understanding of how they work each time a customer accesses them, operators can only hope customers are getting what they expected.
This report focuses on the changing communications landscape and the need for assuring the complex services now delivered to both business customers and consumers alike. It defines CEM for the communications industry and differentiates this from customer service assurance by recognizing CSA as a subset of CEM.