| | Customer Experience
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Hello, I would like to invite a discussion around how we concretely define the scope of customer experience management in a telecom service provider's context. Some points that may aid in defining this can include - 1. Customer experience in the context of "Product" consumption by the customer - which... -
Hi Saryia, This is very Loud and Clear. Thanks for the post. The customer data is a huge asset to any Communication Service Provider and just the data in its form is of no use. Powerful analytics combined with meaningful insight extraction by Decision making managers will go a long way in enhancing the... -
A quick reminder here that early registration for Team Action Week (TAW) in Baltimore ends on June 11. To register, click here... http://www.tmforum.org/TeamActionWeek/RegistrationFees/5996/Home.html TM Forum and the Customer Experience (MCE) interest group are currently planning topics (at least one... -
Hi everyone, I've been doing some research using the Forum resources and community, I must say, what a fantastic source of information. I am in the process of initiating a Customer Experience Transformation Programme, I am responsible for defining and managing the Programme for Operational, Product Management... -
I found this write up to be a fascinating, case study example up of the impact of Twitter, used as social CRM, to Comcast's operating culture towards managing customer experience... This is a top find. http://www.techcrunch.com/2009/10/20/comcast-twitter-has-changed-the-culture-of-our-company/ Stephen... -
MCE community, I'm copying a post from another community group in hopes we can discuss it here as part of this group... Stephen [quote user="Dirk Rejahl"] Hi all, I recognize very low activity on customer (lifecycle) management within the TMF whereas CRM becomes more and more important. While business... -
Though not a thorough answer to the question about concrete corrective actions, one of the discussion topics that came up at our last meeting is the important of Service Provider customer care processes and possibly applications to interact with customers (and prospects) in the spaces of third-party...
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