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Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer

Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer

This research report is a comprehensive guide through the complex world of telco customer experience management. It looks at emerging trends in the industry and considers key growth opportunities for telcos to differentiate themselves in this hyper connected world. The report breaks down CEM into various components such as quality of service, customer care and the development of new features and services. The report provides insights into the CEM strategies of various telcos and looks at trending topics such as the growing role played by automation and AI. Along with this the report also highlights some churn management strategies as it is an integral part of the CEM strategy for telcos. The report looks both at the service side as well as the network side of the CEM process. Along with this, the report also contains detailed case studies of vendors working in different aspects of CEM. The report provides global analysis but also provides recommendations on localizing global solutions.

Key Features:

A Primer for telco CEM - Highlights the primary attributes that comprise a good customer experience management strategy. CEM covers a wide remit and telcos must use their resources efficiently to improve the right component of their CEM strategy.

Top trends in CEM - Insights into the main trends that are transforming CEM such as automation, AI, bots, omni channel communications and social media.

In depth regional coverage - Analyzes the varying degrees of customer experience management implemented by telcos in different regions by providing qualitative and quantitative insights of the region.

Localizing global case studies – Highlights 16 case studies of exceptional telcos that have been early movers in the industry and also provide a local understanding of the global case studies.

28 Case Studies – A detailed look at 28 key players in the market across the telco and vendor space to understand the market challenge and how their proposition helped them improve the CEM strategy.

Leveraging telco strengths- recommendations on the steps that telcos need to take in order to become significant players in the industry based on tools that are already at their disposal.

Identifying crucial customer touch points – Analysis of the key areas that telcos need to improve their interaction with the customer.

It also looks at how internet based services are transforming the customer touch points.

Vendor Insights – Lists out the key vendors doing a variety of things in CEM, and provides their strengths and outlook.


Introduction
Summary
Customer Experience Management Triad
Customer Touch Points
Trends in CEM
Summary
Data Analytics
The Key Pillars of Telco CEM
Automation & AI
Collaboration & Partnerships
From Product to Consumer
Security, Control & Transparency
Device Management
Loyalty, Lifecycle & Care
Strategies to Create a Loyal Customer Base
Customer life cycle management & retention strategies
Customer Experience & Care
Understanding the Digital Consumer
Digital Services Focus
Telco CRM Framework
New Product Service & Deployment
Role of Bundling
Customer Experience in Hyper Connected World
Telcos struggle in UE
Network quality at the core of UE
Learning from Ancillary Industries
CEM Ranking by Industry
OTT
Banking
Retail
Digital Transformation Trends
Role of SOC & Virtualization
IP based service delivery
Multichannel CEM
Beyond Brick and Mortar
Omni Channel CEM
Growth of video calling & bots
Leveraging Social Media
Importance of Social Media
Multi platform approach
Regional Trends
North America
T-Mobile: Customer Focused Growth
Liberty Global: Virtual Customer Care Center
South America
Digicel: Leveraging Contact Centers
Africa
Econet: Partner to upgrade CEM
MTN Ghana: Network and Retail Strategy
MTN South Africa: Network based growth
Middle East
Etisalat: Strengthening Web Presence
Zain: Connecting the Network & Consumer
Europe
Telenet: Smart Use of Video to Convey Value
Telefonica: End to End Digitalization
Vodafone: B2B Customer Care
TalkTalk: Experiments in IVR
O2: Contact Reduction through IP
Asia-Pacific
Globe Telecom: Bot based Strategy
Bharti Airtel: Huge Investments in Customer Care
Singtel: Omni Approach to Customer Care
Vendor Case Studies
Nuance
mPhasis
Tieto
Wipro
Tech Mahindra
IBM
Huawei
ChatterPlug
ClickFox
InMoment
Aegis
ResponseTek
Recommendations

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