Customer Experience

Re: Interesting Portrayal of Customer Experience

SteveC9 — Thu, 09 Feb 2012 12:24:08 GMT

Alan:

The Business Management strategic driving force being promoted across the Revenue Management Initiative is summarized in a Business Assurance blog on this subject, supported by some details of the Business Assurance approach in an accompanying Wiki page. I commend these resources to your consideration, as I believe they are responsive to your point.

Regards,

Steve Cotton

Interesting Portrayal of Customer Experience

alanl — Thu, 09 Feb 2012 11:54:38 GMT

Hi Steve, a good diagram, but to me it represents a third party qualatative view of a customer, rather than a first party customer's view of a customer and what they need.

customer centrric engineering IMHO means putting a system, information and software engineering architecture perspective on the design, maybe simply discarding what we have today from the past, such as transactional processes and "ungoverned centric - data models" and actually defining in governed, identity contexts what the information model is of the cyber/realworld experience.. and then let technology support that - operationally.

The issue is how does personalisation or location or device sensitivity fit, into that how does policy based systems design fit, revenue generation design fit - and features of single view, based on (e.g.) location, age, gender, opt-in, delivery device type, product views and billing plans....

Noing anything to do with customers service delivery, SDPs , system design also needs an associated software engineering docrine, information and identity engineering doctrine and a Cxx recognised system governence context.

thoughts welcome

Interesting Portrayal of Customer Experience

SteveC9 — Thu, 09 Feb 2012 11:33:17 GMT

Yankee Group portrayed 4 Dimensions of Customer Experience in the following figure at: http://mobilenow.yankeegroup.com/articles/96042/sprint-is-improving-across-all-four-customer-exper/. This seems to have sufficient value to merit discussion.

How to set Customer Experience Framework based on eTOM Processes?

alanl — Thu, 09 Feb 2012 06:26:52 GMT

Hi - Ethan...

The view I take is that the real world is being integrated with the cyber world, therefore customer experience is not ..not.. at the start a metrics, process or datamodel issue. If it was then I would expect the customers of the system would not be wanting to use it.

The first step is to do the "customer experience" "shape design".. self care, quad play, parental controls, real time needs, personalisation, preferences and of course click through single view facilities, usability and on demand service delivery.

We refer to this as the systems "service dimension"..

The second step is to draw key federated information architecture components such as (MSO) SDPs, revenue generation, address book/presence, content delivery and "my world of now " processors.

Of particular note in this is self care and revenue generation.. A customer may wish to buy a movie for $2.00 but if it fails on delivery - the support call can be $50.00 or higher.. point .. most "help/complaint" calls to an operator generally cost more than the service revenue of the service being delivered.

Even on that front I find it odd that many approaches to customer experience are QoS, metrics....instrumentation... And do not deal with the down side issues inc time and cost to rectify poor operational performance

As for eTom and CE... I think its best to start with the concept of a customers point of presence and the revenue, governance and service delivery contexts of that.. Thats why the notion of SDSS and MSO SDP are so powerful. Then work that into an (a governed) federated information architecture and then back onto processes transactional flows and process centric data models.

hope this helps

How to set Customer Experience Framework based on eTOM Processes?

GaneshJatadharan — Thu, 09 Feb 2012 05:38:58 GMT

Hi Erhan,

The link you provided seems to be broken - can you re-post it pl.?

Ganesh

TAW Madrid CXM Contribution Submitted

WeiDong — Fri, 20 Jan 2012 17:19:50 GMT

Hi Team,

I have just posted Tektronix Communications contribution for the TAW Madrid next week on Customer Experience Monitoring..

Here is the link: http://www.tmforum.org/components/community_download_file.aspx?dodown=true&did=doc19861&dtype=ContributionAttachment

Please take a look and comment on this thread. Otherwise, I hope that I can see you next Wed.

Thanks,

Wei

Customer Self Care

VincentFUNG — Wed, 18 Jan 2012 22:46:14 GMT

Dear all, glad to see all the discussion here.

I uploaded the B2B Self-service Technical Report to the TAW contribution room. It's called "tmf - b2b_self-service-tr-v1.0.docx"

http://www.tmforum.org/components/community_download_file.aspx?dodown=true&did=doc19854&dtype=ContributionAttachment

Please go to download it and take a look. We created this first draft is intended for 'food for thought'. Welcome any suggestions and your input!

In Madrid, I want to suggest the following for discussion beside reviewing our TR.

Honest assessment
- what are realistic B2B scenarios in which self-service can add lots of benefits?
- which FAB process, where in the customer lifecycle do self-service fit in?

Choose a focus/starting point
Self-service for mobile data/voice business services has different requirements and improvements than partner channel self-service. So we will need to choose a focus.
- focus on common elements across the FAB process?
- focus on specific business service (customer type) which will benefit most?
- more...

Customer Self Care

AndreyVerbitsky — Wed, 18 Jan 2012 19:13:31 GMT

My five cents.

The real importance of B2C self-service for CSPs has become just in the latest 3-5 years. It was the new user devices (like iPnone and iPad) which brought app & content into mobile reality and changed the game.
Traditional B2C Self-Service was not design for today's tasks, it was built to address other challenges (much more simple and "lower").
To be able to adapt B2C Self-Service to the new reality and address new challenges, we should start from the beginning - from the main goals and SMART criteria for NGN Self-Service and then - look for solutions which can address them.

Customer Self Care

AndreyVerbitsky — Wed, 18 Jan 2012 19:13:31 GMT

Customer Self Care

AnhL — Wed, 18 Jan 2012 18:27:34 GMT

I think the lowest adoption in B2C self-service, is for new, cross or up- service sell. It's not like B2B where the customers (corporate IT), better educated about Telecom, really must talk talk with CSP to buy a complex service. For B2C, it's lack of integration with marketing channels, partners channels. It's also not very easy to buy to encourage impulse purchase.

What're other reasons you can think of?

Re: KQIs for two sided business model - customer experience

SteveC9 — Wed, 18 Jan 2012 14:42:52 GMT

Sebastian:

You might start by looking at TR148 and TR149, which discuss the two-sided business model as related to Customer Experience.

You are encouraged to submit your observations on these documents, either in the form of further discussion or, even better, a contribution.

Regards,

Steve Cotton

RE: [Customer Experience] Customer Self Care [#168778]

VinayD — Mon, 16 Jan 2012 05:36:11 GMT

Another useful feature could be the ability to track a Requests and closure as they go through multiple steps

With BR

Vinay

From: Customer Experience [mailto:customerproduct@community.tmforum.org] On Behalf Of Jagadish Baddukonda
Sent: Monday, January 16, 2012 8:35 AM
To: Vinay Stephen Devadatta (WT01 - GMT-Telecom Equipment)
Subject: [Customer Experience] Customer Self Care [#168778]

Jagadish Baddukonda , Sr.Solution Architect - BSS/OSS , Ericsson

Hi All,

Self Service portals will gain more acceptance if they are not just seen as front end for raising tickets / complaints etc.
A Service Portal apart from the ability to raise Requests / complaints, should also provide the customer the following
1. Ability to view the billing details, i.e. Usage, outstanding amount, Un Billed and Billed details
2. Facility for triggering payments
3. Facility for triggering changes to the Installed Service i.e. an order in the traditional parlance and also specify and modify service features on the Installed Service and track the ststus of these orders.

For this to happen, Self Service portals need to integrate to Order Entry, Customer Management and also Billing and Invoicing systems and sometimes with the OM system too.
A lot also depends on the framework in which the Customer Service portion is defined.

Regards,
/-

Customer Experience
Topics:iccm

Shared In:3 Communities

Shared In:Information Framework (SID) : General, sidusc
Business Process Framework (eTOM) : etomsidmap, General
Application Framework (TAM) : General

View thread online

Please note, this discussion thread is shared across communities. Any replies that you make to this discussion thread, will be posted to all of the communities and topics listed above.

/o:p>

Full thread available online here: http://www.tmforum.org/community/groups/customer_product/forum/p/168778/197150.aspx?utm_campaign=community&utm_medium=customer_product&utm_source=alert#197150

This message was sent to vinay.devadatta@wipro.com and follows the subscription preferences of your membership of the Customer Experience TM Forum Online Community.

To unsubscribe immediately, please click here and click "Edit Collaboration Community Notifications". You will be prompted to log in if you are not logged in already. To cut down on email volume, you may also choose to receive your discussion notifications via a daily or weekly digest email as opposed to immediate separate emails.

TM Forum, 240 Headquarters Plaza, East Tower, 10th Floor, Morristown, NJ 07960-6628, USA. Call +1 973 944 5100. info@tmforum.org

Please do not print this email unless it is absolutely necessary.

The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments.

WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

www.wipro.com

KQIs for two sided business model - customer experience

Sebastianbarros — Mon, 16 Jan 2012 01:20:30 GMT

Hi TM community,

I'm currently working with a customer in Asia on identifying and designing customer experience KQIs. We have analyzed the market and operator's strategy and we came with a list of CE drivers from where we are going to be build KQIs

Nevertheless, there is an area that operators are starting to look and I would like to get your thoughts about it. As operators evolve their business model towards new areas of business growth like advertising, payments, content and VAS, TV, M2M they are creating a two sided business model. Essentially they have their traditional customer base, but they are also expanding their business including a complex and evolving ecosystem on the other side. (e.g. Digital advertising)

Something that this operator would like to study is how they could develop KQIs and KPIs for giving the right experience to these ecosystem players, as this part of the business is becoming increasingly important.

So my question is, Does anyone have experience on designing KQIs for players like:

Advertisers

Content providers

Application developers

Mobile payment ecosystem

M2M and verticals.

Esentially looking forward operators will need to provide a enhanced experience to this side of the busines if they want to attract them,

Please let me know your thoughts,

Customer Self Care

VincentFUNG — Fri, 13 Jan 2012 17:39:26 GMT

Hi all, update on Self-service in Madrid. Please leave any comments.

We have 1.5 hour on Wed in Madrid to talk about self-service. Time is short, Anh and I have created a draft of the Technical Report (TR). I will share the Table of Content next in the community.

Plan is to review and edit the first version of this B2B Self-service TR during TAW in Madrid. I expect we can build consensus on objective, structure, and direction in the TR and discuss any customer stories/use cases/business scenarios in Madrid.

Afterwards we will update the MCE charter to reflect the objective and summary of this TR.

Will discuss with Steve/Shai, we shall schedule bi-weekly calls after TAW to discuss and complete this TR by Dublin.

Unfortunately, due to conflict with customer meetings, Anh and I can’t attend TAW in person but Shai and Steve will help facilitate the discussion. Maybe I shall organize a webex to join remotely.

Again: We need your expertise and contribution to make this thing happen, which will be of great value for TMF members!

RE: Customer Self Care

VincentFUNG — Wed, 04 Jan 2012 16:46:55 GMT

Vinay, thanks for the note.

Yes, we can add "Challenges" section in the TR to address the "Hindrances" to promote self-service. We got lots of ideas from previous sharing in this thread. It's a continuous cycle to listen to users, make the self-services available, educate, and gather feedback, etc.

On your 2nd note, I follow your thought. There shall be many semi-automated self-services to promote self-services. I agree, we need more guidelines and examples from CSPs on what type of B2B services can be candidates for self-services in Telco, Media context.

Do you have any CSP contacts we can invite to contribute their thoughts on this topic?

If there's a potential interest from a service provider's B2B customer care personnel, I would like to make this a team coordinated effort to reach out to them.

Best Regards,
Vincent

RE: [Customer Experience] Customer Self Care [#168778]

VinayD — Tue, 03 Jan 2012 10:59:59 GMT

Also, some guidelines on which type of services can be candidates for self service will be useful. It may not be possible to make all the services selfservice-able but sometimes partial self service can be useful.

For example I had to take some bankers drafts, as per the bank rules beyond certain value one needs to be present in the bank. So I went to the bank and had to fill up paper forms with lot of information which automatically gets set when I use the web interface. Ideally they should have allowed me to fill the form in the web take a printout/or get a reference number and go to the bank and just sign at the counter..

with Best Regards

Vinay

RE: [Customer Experience] Customer Self Care [#168778]

VinayD — Tue, 03 Jan 2012 10:52:00 GMT

Hi Vincent,
I think it will be useful to add some known hindrances to promting self service. The hindrances can be real/percievd at the customer end as well as issues at the SPs way of working and ways of overcomming them.

with Best Regards
Vinay

RE: Customer Self Care

alanl — Sat, 31 Dec 2011 21:25:34 GMT

Hi again -

This thread embraced B2B and self care, which if I can offer what the ISP - MSO SDP journey has been - its been where a highly scaleable core directory service is used that contains the information model and authorization of the online customers, the online 3rd party service providers, the product and service portfolio of the business, the authorization information of CSRs.

The thirdparty service providers are accessed which in turn call sthe MSO-SDP - authorization services to validate itself as well as the customer requesting the 3rd party services (such as news, photo management, games, gaming). Therefore session control, service control and authentication and authorization interfaces are provided by the MSO SDP for 1 - N third party providers. Resource usage and billing interfaces can also be provided - or the third party services bundled by the "host platform" - with a backed out commercial arrangement.

The trick here is have several basic interfaces into the MSO SDP that can be enabled in weeks . - re 3rd party service registration, 3rd party control, customer authentication-authorization, host SDP service control (e.g. non-pay disconnect or financial limits reached) and self care - selection or promotions.

The engineering is akin to retail - where a 3rd party supplier can quickly establish connections and get their offerings up on the CSPs MSOs customer centric engines (shops and shelves) in a few weeks..

Happy to discuss 3rd party service attachment systems if that helps.

comments welcome

RE: [Customer Experience] Customer Self Care [#168778]

DaveM27 — Fri, 30 Dec 2011 05:46:07 GMT

Vincent

We do have CR activities which address part of the scope you identify specifically

.      Business scenarios
o   Enterprise pipe sharing
o   Partner ordering and b2b connectivity management

Activity 1 is a CR to extend the eTOM to support Wholesale B2B for traditional regulated comms services

The CR is at

http://www.tmforum.org/Community/groups/the_business_process_framework/changerequests.aspx?id=artf2440

It is based on operational deployed wholesale solution in the UK and the solution being deployed by NBN Co in Australia.

Activity 2: It is being developed in Conjunction with a Quick Stat Pack for Lead to Cash

http://www.tmforum.org/Community/groups/frameworx/changerequests.aspx?id=artf2395

It would make sense for some dialogue between your CE endeavour and the eTOM team involved in these two activities above.

John Wilmes is the key contact.

Best regards

Dave

Dave Milham

Malaysia Mobile +60 (0) 17-3497558

t +44 5601 855561 m +44 7802 902451

From: Customer Experience [mailto:customerproduct@community.tmforum.org] On Behalf Of Vincent Fung
Sent: 30 December 2011 07:42
To: Dave Milham
Subject: [Customer Experience] Customer Self Care [#168778]

Vincent Fung , Senior Product Manager , NetCracker Technology

Also, just to start shaping the technical report for B2B self-service, I suggest the following structure (table of content). Please let me know of any input or sections to add.

Here is the very high-level flow:

1.      CSPs in 5 years:
o   New customer/partner type are changing –Internal/external users, new services customer/partners from other industries. new business model, value chain
o   What are most wanted from Partner/Channel self-service perspectives – what functionalities is needed for network/IT provider, content provider, cloud provider, app provider

2.      Why self-service is important for this complex B2B market (wholesales, SMB/enterprise, partner service)
o   Business requirements (principle and priority of needs)
o   Functional requirements
o   Technical requirements

3.      How to address the challenges in implementing B2B self-services

4.      Business scenarios
o   Enterprise pipe sharing
o   Manage IT, computer systems in the cloud
o   Partner ordering and b2b connectivity management

Customer Experience
Topics:iccm

Shared In:3 Communities

Shared In:Information Framework (SID) : General, sidusc
Business Process Framework (eTOM) : etomsidmap, General
Application Framework (TAM) : General

/o:p>

Full thread available online here: http://www.tmforum.org/community/groups/customer_product/forum/p/168778/196720.aspx?utm_campaign=community&utm_medium=customer_product&utm_source=alert#196720

This message was sent to dmilham@tmforum.org and follows the subscription preferences of your membership of the Customer Experience TM Forum Online Community.

RE: Customer Self Care

VincentFUNG — Thu, 29 Dec 2011 23:30:05 GMT