|[February 25, 2013]
Customer Experience Management for Mobile Is a Billion Dollar Market Opportunity in 2013, Spanning Both Network and IT Domains, Says ABI Research
LONDON --(Business Wire)--
Customer Experience Management or CEM is a buzzword these days in
mobile. While CEM has been applied across verticals such as financial
services, transportation, food and beverage, it's only recently that CEM
has been applied in mobile.
With a growing gap between end-user expectation and carrier service
delivery, coupled with eroding trust and customer ownership, the ideas
behind CEM become highly relevant, as CEM tries to bridge that gap,
giving them the tools necessary to empower them and take decisive
actions, as they face increasing competition from over-the-top players.
ABI Research's (News - Alert) report categorizes CEM as an umbrella term that spans
multiple domains across network and IT. CEM touches on areas as vast and
diverse as customer care, subscriber data management, billing and
charging, policy, device management, service assurance, network
analytics, and network operations.
The report sizes the CEM opportunity in 2013 at $1.3 billion across the
network and IT domains, although roughly 80% of the market is dominated
by the IT domain in areas like BSS/OSS, CRM, and SDP.
Aditya Kaul, practice director comments, "The Mobile CEM landscape today
is dominated by IT vendors such as HP, Amdocs, and IBM (News - Alert) which are
leveraging strengths in IT combined with a heavy focus on customer
analytics and data mining. However, for CEM to succeed, the network
piece including network monitoring, optimization, DPI and policy, has to
go hand-in-hand with the IT piece, which is where traditional network
vendors come in." Kaul adds, "Ultimately, CEM only becomes relevant if
done end-to-end, with a single point of ownership within the carrier;
something like a NASA mission control with a CEM commander at its helm,
having multiple views across Network and IT domains."
These findings are part of ABI Research's report, 'Customer Experience
Management in Mobile Networks - Role of BSS/OSS, Network Monitoring, and
Analytics' and are included in the Next
Generation Optimization, DPI & Policy (http://www.abiresearch.com/research/service/next-generation-optimization-dpi-policy/)
ABI Research provides in-depth analysis and quantitative forecasting of
trends in global connectivity and other emerging technologies. From
offices in North America, Europe and Asia, ABI Research's worldwide team
of experts advises thousands of decision makers through 70+ research and
advisory services. Est.1990. For more information visit www.abiresearch.com,
or call +1.516.624.2500.
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