| | Customer Experience
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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... -
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... -
I have worn glasses since I was ten. It started when I could not read the backboard from my desk. I asked to be put in the first row. Then I would scoot my desk up closer to the blackboard a little at a time so no one would notice. Eventually I was so close to the blackboard that everyone noticed and... -
Having particpated in the past couple of TMF Catalyst projects, I found it to be, among other things, an excenllent tool for generate interests in TMF members community for advancing Frameworx standards. Will there be a Catalyst in Dublin 2012 on CEM? Please reply this thread if your company is interested... -
Hi All, Thanks for participating in today's team discussion on CXM. I have updated the MCE Metrics document here ( http://collab.tmforum.org/sf/go/doc10468?nav=1 ) to add a few examples of mobile dataservice metrics. Together with the existing prior work on VoIP and video, this should give you a good... -
I took several action items out of the face-to-face meetings in Baltimore last month, among them to articulate the fundamental mission of the Customer Expereince Group as homed in the Revenue Management Initiative. If you navigate to the Group Home page for the Customer Experience Group in the Online... -
How important is it to consider NPS (Net Promoter Score) while estimating customer churn or customer loyalty? Although basic, trying to understand from the view point of 4 touch points of the customer - Choosing a Products, Network performance, Customer care, Billing considering their individual NPSs... -
Alan: Almost from the day of assuming the Head of Revenue Management post, I undertook the broadening of the Customer Experience Group's mission to focus on the subject of Customer Satisfaction Delivery as the driver of repeated willingness to pay, the path to sustained revenue flow. Your ideas about... -
An interesting, research-based outside blog post on data integration and customer experience by Teresa Cottam... http://www.microsperience.com/?p=1305
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