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Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer - ResearchAndMarkets.com
[February 09, 2018]

Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer - ResearchAndMarkets.com


The "Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer" report has been added to ResearchAndMarkets.com's offering.

This research report is a comprehensive guide through the complex world of telco customer experience management. It looks at emerging trends in the industry and considers key growth opportunities for telcos to differentiate themselves in this hyper connected world.

The report breaks down CEM into various components such as quality of service, customer care and the development of new features and services. The report provides insights into the CEM strategies of various telcos and looks at trending topics such as the growing role played by automation and AI. Along with this the report also highlights some churn management strategies as it is an integral part of the CEM strategy for telcos.

The report looks both at the service side as well as the network side of the CEM process. Along with this, the report also contains detailed case studies of vendors working in different aspects of CEM. The report provides global analysis but also provides recommendations on localizing global solutions.

Key Topics Covered:

1. Introduction

  • Summary
  • Customer Experience Management Triad
  • Customer Touch Points

2. Trends in CEM

  • Summary
  • Data Analytics
  • The Key Pillars of Telco CEM
  • Automation & AI
  • Collaboration & Partnerships
  • From Product to Consumer
  • Security, Control & Transparency
  • Device Management

3. Loyalty, Lifecycle & Care

  • Strategies to Create a Loyal Customer Base
  • Customer life cycle management & retention strateies
  • Customer Experience & Care

4. Understanding the Digital Consumer

  • Digital Services Focus
  • Telco CRM Framework
  • New Product Service & Deployment
  • Role of Bundling

5. Customer Experience in Hyper Connected World


  • Telcos struggle in UE
  • Network quality at the core of UE

6. Learning from Ancillary Industries

  • CEM Ranking by Industry
  • OTT
  • Banking
  • Retail

7. Digital Transformation Trends

  • Role of SOC & Virtualization
  • IP based service delivery

8. Multichannel CEM

  • Beyond Brick and Mortar
  • Omni Channel CEM
  • Growth of video calling & bots

9. Leveraging Social Media

  • Importance of Social Media
  • Multi platform approach

10. Regional Trends

  • North America
  • T-Mobile: Customer Focused Growth
  • Liberty Global: Virtual Customer Care Center
  • South America
  • Digicel: Leveraging Contact Centers
  • Africa
  • Econet: Partner to upgrade CEM
  • MTN (News - Alert) Ghana: Network and Retail Strategy
  • MTN South Africa: Network based growth
  • Middle East
  • Etisalat: Strengthening Web Presence
  • Zain: Connecting the Network & Consumer
  • Europe
  • Telenet: Smart Use of Video to Convey Value
  • Telefonica: End to End Digitalization
  • Vodafone (News - Alert): B2B Customer Care
  • TalkTalk: Experiments in IVR
  • O2: Contact Reduction through IP
  • Asia-Pacific
  • Globe Telecom: Bot based Strategy
  • Bharti Airtel (News - Alert): Huge Investments in Customer Care
  • Singtel: Omni Approach to Customer Care

11. Vendor Case Studies

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

11. Recommendations

Companies Mentioned

  • Accenture
  • Adobe (News - Alert)
  • Aegis
  • Avaya
  • Bharti Airtel
  • Capita
  • ChatterPlug
  • Facebook
  • Facebook Messenger
  • Globe Telecom
  • Google
  • GSMA (News - Alert)
  • HOOQ
  • HP Enterprise
  • Huawei
  • IBM
  • InMoment
  • Interakt
  • Jasco
  • Liberty Global
  • mCarbon
  • Microsoft
  • Communications
  • O2
  • Salesforce
  • SAP
  • Sprint
  • SundaySky
  • TalkTalk
  • Tech Mahindra
  • Vodafone
  • Watson IBM
  • Wipro
  • Wynk
  • Zain

For more information about this report visit https://www.researchandmarkets.com/research/ht9prs/global_telco?w=4


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