Customer Experience Management Has Come of Age

CEM has over the years gone through the normal roller coaster of hype and over expectation where it failed to deliver intrinsic value, due in part to software platforms not matching the needs of the operator but mainly due to the operators themselves placing greater emphasis on network upgrades and optimizations rather than placing the customer experience at the heart of their organization.

Huawei, as an industry leader in the CE space, recognized the need for customer centricity within the operator and that as digital business involves so new challenges appear like creating a coalition between internal organizational silos to ensure that user experience is understood by parts of the organization.

Tags: CEM, Operation

Published on 10 Jun 2016

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