BY ROZ ROSEBORO
BY CRAIG LEDDY
BY GUY ZIBI (HEAD OF CONSULTING)
Implications of the Google-Lenovo Deal
Google selling its Motorola device unit to Lenovo, while not necessarily seismic, was notable enough to change market dynamics. We think the smartphone market is still too crowded and see the deal as an acceleration of the inescapable dissociation between hardware and software in the smartphone business.
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BY DANIEL RAMOS (SENIOR CONSULTANT)
The CEM-Driven Telco: Next Steps for Adoption
Vol. 12, No. 2, March 2014
Customer experience management (CEM) has become a telecom industry mantra, but the truth is, operators are not very good at it. CEM is difficult to implement because of its cross-organizational remit and the need to manage a complex set of contributing factors. Yet 2014 looks to be a promising year for telco CEM investment: New products are emerging to enable the CEM-driven telco, where CE analytics will direct operator processes to improve customer outcomes. This report looks at the state of the CEM market from both operator and vendor perspectives and explores the next steps in telco adoption of CEM.
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