intelligence

Mobile Operators’ CEM: The Market Reality

PDFcomarchKeen 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.

But just how much of what we hear on the CEM topic reflects real commitment and activity—and how much, for the moment, is just talk? Telecoms.com Intelligence asked European mobile operators for insights into the CEM strategy.

The survey revealed that:

  • 43% of respondents have no integrated CEM programme in place.
  • 23.5% have no established timeframe for the introduction of such a programme.
  • 27.5% of respondents said their companies are only applying CEM strategies to enterprise and high spend customers.

Click here to download this report.

Tags: , ,

Leave a comment

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Polls

Should privacy be treated as a right to protect stringently, or a commodity for users to trade for benefits?

Loading ... Loading ...