This white paper captures at an executive level the main results of the Managing Customer Experience (CE) Focus Area Catalyst (FAC) presented at Management World Orlando November 2008.

The Catalyst presented a view of the challenges associated with Managing Customer Experience and the current state of industry capabilities in addressing those challenges.

The FAC Core presentation addressed what Customer Experience is, and how it might be measured, how a Key Factor Analysis Methodology can be used by members to manage intentional and repeatable customer experience, and the notion of a CE SQM framework that supports this methodology with the following characteristics:

• A Set of Metrics (e.g. Benchmarking, SLA-M TIP PM normalized and harmonized)
• Set of Five APIs (Device, Network, IT Infrastructure, IT Applications, CRM and Value Chain B2B) all related to the TMFTMA applications
• Active and Passive Probe strategy
• APIs and metrics all designed as a Coherent Set;

In bringing together these industry presentations a few messages became apparent:

• The Service Providers’ focus on Customer Experience is not yet fully addressed by vendors.
• Vendors are evolving solutions towards a 360º lifecycle virtualized resource model that is common across networks, IT applications and IT infrastructure and driven by client policy requirements.
• That there is a need for probes based strategy to address practical gaps that occur in putting together today’s value networks by service providers.
• Confirmation that the CE/SQM Framework is a specialization and extension of the current TMF Frameworks that ensures consistent design to support Customer Centric, Customer Experience driven solutions.

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