Optimizing the Customer Experience
In today’s experience-driven market, a seamless and sustainable customer experience is vital. Service providers must adapt their customer experience strategies to meet customer expectations, or face diminished revenues. Customer Experience Management (CEM) and analytics play a vital role in reducing churn and revenue retention, and increasing revenue by offering new services based on customer analytics.
Not only is it important for service providers to get it right with consumers, but also with large enterprises that they are looking to partner or do business with.
TM Forum’s CEM InFocus 2013 addresses the challenges service providers in Asia and beyond face in creating more relevant customer experiences, from building an effective end-to-end customer experience strategy and embracing customer centricity to exploiting digital channels.