Operational silos bar effective CEM
A crucial challenge in customer experience management (CEM) for operators is
the lack of an end-to-end subscriber view based on products, services, profitability, revenues, margins, costs, geography and other parameters.
This input was part of Subex’s contributions to an Insights Report titled “Customer experience management: Driving loyalty and profitability.”
Subex said providers need a comprehensive view of the subscriber and real-time, coordinated mechanism to measure these customer parameters, aside from defined key performance indicators to track customer experience across various touch points.
CTO Mark Nicholson says that to correlate customer data across disparate functions for more effective CEM, service providers must first overcome the various challenges presented by operational silos.