Customer experience management (CEM) has piqued the interest of the communications industry, particularly as service providers seek innovative solutions to drive competitive advantage. CEM solutions offered by companies like Amdocs, Alcatel Lucent, Ericsson, Nokia and Oracle have evolved in recent years from those that independently focus on individual customer touch-points to those that emphasize the entire experience throughout the customer journey. To achieve this, service providers are using survey metrics such as net promoter scores (NPS) to estimate customer experience and indexes to optimize their service delivery models and operations accordingly.

Analyst Philip Marshall is looking at tools to monitor and affect customer experience indexes (CEI) and lists SQLstream as an off-the-shelf solution for real-time CEM operations analytics.

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