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Global Telco Customer Experience Management Outlook 2017: Catering to a Digital Customer

July 2017 | 122 pages | ID: GAB34044A29EN
WiseStrokes

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INTRODUCTION

Summary
Customer Experience Management Triad
Customer Touch Points

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

LOYALTY, LIFECYCLE & CARE

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

UNDERSTANDING THE DIGITAL CONSUMER

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

CUSTOMER EXPERIENCE IN HYPER CONNECTED WORLD

Telcos struggle in UE
Network quality at the core of UE

LEARNING FROM ANCILLARY INDUSTRIES

CEM Ranking by Industry
OTT
Banking
Retail

DIGITAL TRANSFORMATION TRENDS

Role of SOC & Virtualization
IP based service delivery

MULTICHANNEL CEM

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

LEVERAGING SOCIAL MEDIA

Importance of Social Media
Multi platform approach

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 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: B2B Customer Care
TalkTalk: Experiments in IVR
O2: Contact Reduction through IP
Asia-Pacific
Globe Telecom: Bot based Strategy
Bharti Airtel: Huge Investments in Customer Care
Singtel: Omni Approach to Customer Care

VENDOR CASE STUDIES

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

RECOMMENDATIONS

LIST OF CHARTS

Chart 1: CEM Triad
Chart 2: Customer Touchpoints
Chart 3: The Key Pillars for Telco CEM
Chart 4: Customer Lifecycle
Chart 4: Customer Lifecycle
Chart 6: Telco CRM Framework
Chart 7: New product and service deployment
Chart 8: Role of bundling
Chart 9: Maturity of various CEM channels
Chart 10: Key Components in Multi Platform Approach

LIST OF TABLES

Table 1: CEM Ranking
Table 2: OTT CEM
Table 2: OTT CEM
Table 4: Retail CEM


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