Alcatel-Lucent Transforming The Brand Through Improved Customer Experience: Service Provider Strategies

Alcatel-Lucent

Abstract:

HIGHLIGHTS FROM A HEAVY READING STUDY FOR ALCATEL-LUCENT
Alcatel-Lucent and Heavy Reading conducted a research project aimed at gaining a better understanding of how communications service providers (CSPs) approach customer experience management (CEM). This project was conducted in collaboration with Alcatel-Lucent’s Market and Consumer Insight (MCI). The methodology included an online survey with service providers and a series of in-depth interviews that added context and provided deeper insights into findings.

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