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.

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.

Lee Weiner, VP Support Products at LogMeIn, talks to telecoms.com about driving efficiencies in customer experience management while at the same time improving customer satisfaction.

The 18 or 24 months in between the key touch points of acquisition and retention is where operators have to deliver on the customer experience promises that were made at the point of sale.

David Ffoulkes-Jones, CEO of CEM solutions provider WDS, shares his views on how operators can develop customer experience management into a true competitive differentiator.

The Telecom environment is ever changing. Demand for smartphones and tablets continues to increase, more people become more mobile and telecom service providers are under pressure to grow revenue, customers and market share. This whitepaper will explore the changing landscape for devices and platforms, the evolution of support desk metrics from efficiency measurements to customer satisfaction ratings, and how incorporating remote support tools into a telecommunications organisation can improve the customer experience and increase customer satisfaction.