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

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