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Please contact:
Jeff Claudino
Director of Sales, Insider Research Services
619-229-9940
or via email at:
claudino@lightreading.com |
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| Service Providers Use CEM for Competitive Advantage |
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Enterprise consumers and telco service providers are at odds over their reactions to the growing popularity of smartphones, tablets and other connected devices. While enterprises continue to invest millions of dollars in such devices with the ultimate goals of utilizing the technology to improve employee productivity, increase profits and decrease IT staffing resources, telco service providers are faced with the reality that every new device, operating system and application that's connected adds even more complexity to their overburdened networks.
Enterprise consumers expect telco service providers to ensure their devices and applications run correctly all the time, regardless of location. As business services become more critical to achieving business objectives, organizations rely on technologies like virtualization, cloud and third-party services to improve efficiency, reuse resources, accelerate time to market and manage costs. This has introduced a new level of complexity into an already complex IT environment that goes beyond human scale, making it even more difficult to meet the increased demand for high-quality services, deliver an exceptional end-user experience and drive business growth.
Increasingly, telco service providers are turning to customer experience management (CEM) solutions to manage the increasing demands placed on their networks and to better understand the needs and desires of their users. While CEM has ties to customer relationship management (CRM), it takes a more holistic view of the customer experience, essentially taking all customer touch points or "experiences" and transforms it into actionable business intelligence for the telco service provider.
Competition and rising customer expectations mean that customer experience issues increasingly drive financial performance. At the same time, service, device and network complexity mean that these issues can be difficult and costly to solve without the right tools. CEM enables companies to think in terms of customer personalization and how to motivate individual customers. As more customers feel they're individual needs are being met – even if it's only a perception driven by CEM applications – the more loyalty they will feel toward the companies that are eager to hang on to them for the long term.
Service Providers Use CEM for Competitive Advantage examines the customer experience management market, analyzing the verticals that are most likely to utilize CEM over the next two years, as well drivers in the market and challenges in the industry. It includes a comparative analysis of CEM solutions available, examines the geographic growth expectations of the market and explores trends that are likely to occur in the industry over the next 18-24 months.
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| Sample research data from the report is shown in the excerpts below: |
|
 Table of Contents (hri0512_toc.pdf) |
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| Recent studies suggest that CEM value is more important to telco service providers today than it was in the past, especially as customer experience becomes a key differentiation factor for telco service providers. As shown in the following excerpt, the strongest vertical for CEM is in the telecom sector, where wireless, VoIP, cable and other telco service providers are competing to understand and capitalize on customer experiences as much as possible. For telcos, QoS is paramount. As more data is pushed to consumers over traditional and wireless networks, telcos must ensure quality to remain competitive. |
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| [click on the image above for the full excerpt] |
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 Companies analyzed in this report include: Alcatel-Lucent (NYSE: ALU); Arantech, a subsidiary of Tektronix, a wholly-owned subsidiary of Danaher Corp. (NYSE: DHR); CA Technologies Inc. (Nasdaq: CA); Compuware Corp. (Nasdaq: CPWR); Ericsson AB (Nasdaq: ERIC); Nokia Siemens Networks, a joint venture of Nokia Corp. (NYSE: NOK) and Siemens AG (NYSE: SI; Frankfurt: SIE); Openet Telecom Ltd.; Redknee Solutions Inc. (TSK: RKN); and Tibco Software Inc. (Nasdaq: TIBX). |
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| Total pages: 19 |
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| MAY 2012 |
 OSS/BSS |
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| JUNE 2012 |
| Cloud Adds a Silver Lining to Testing & Monitoring Solutions |
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| JULY 2012 |
| Wi-Fi Offload: From User-Initiated to Operator-Centric |
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| AUGUST 2012 |
| FTTX in India |
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| * Calendar subject to change |
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| - Derek Sheeler, Analyst, Olayan Group |
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