SPS to Fo­cus Cus­tomer Ex­pe­ri­ence in ‘13: Al­ca­tel-lu­cent

Voice&Data - - NEWS AND VIEWS -

Ac­cord­ing to a sur­vey con­ducted by tele­com re­search house Heavy Read­ing and spon­sored by Al­catelLu­cent, com­mu­ni­ca­tions ser­vice providers are com­mit­ting to­wards ever-in­creas­ing bud­gets to im­prove the cus­tomer ex­pe­ri­ence in an ef­fort to dis­tin­guish them­selves from com­peti­tors. The sur­vey in­di­cates that ser­vice providers are ex­tremely in­ter­ested in un­der­stand­ing the ex­pe­ri­ences that their cus­tomers have with var­i­ous prod­ucts and ser­vices, so that cus­tomer loy­alty can be im­proved. The sur­vey quan­ti­fies and ranks the el­e­ments that ser­vice providers deem most im­por­tant in the area of CEM

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