It’s no secret that ‘bricks and mortar’ retail strategies are battling against some difficult economic conditions right now. Mobile operators are by no means immune to this, says Tim Deluca Smith, VP Marketing for WDS Global.
Keen to move away from price-based competition and create unique identities in the market, mobile operators are embracing Customer Experience Management (CEM) as a key differentiator.
Dr Sameh Yamany, President and CEO of Trendium, talks to telecoms.com at LTE World Summit in Amsterdam about real time data analysis and intelligence with a view to monetising LTE.
There is a significant disconnect between what drives loyalty among mobile consumers and what mobile operators believe drives loyalty as well as churn. Research released at MWC this week suggests that consumers in general will focus on a single aspect of their mobile service – such as device, tariff, or coverage – whereas operators tend to believe that a collection of issues drive positives and negatives in churn and loyalty.
AfricaCom, Cape Town, South Africa, November 13th 2012 – Astellia, a leading provider of monitoring solutions for the optimization of mobile network QoS and QoE, joins hands with Vodacom Mozambique to implement its VIP Care CEM solution. The application is intended to improve customer satisfaction and customer loyalty particularly amongst high value subscribers.
Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.
Astellia, a leading provider of monitoring solutions for the optimization of mobile network QoS and QoE, unveiled today new CEM analytics and reporting capabilities for its VIP Care application. The solution helps operators monitor and deliver the best user experience to their most valuable subscribers in order to reduce churn and grow revenue.
This year’s TM Forum’s Management World in Dublin had this much in common with last year’s event that it focused heavily on CEM and Cloud. A big difference though, twelve months on, was the increasing number of new product announcements and commercial implementations …and of course the sunny weather. It was a relief that this year the only clouds in evidence were inside the conference hall.
After a Mobile World Congress early this year full of meetings about customer-experience management (CEM), it was expected that the topic would get a lot of attention from many operators. Last week I participated in a CEM conference, and although there is no standard definition for the term, operators are starting to take customer experience seriously.