| | Customer Experience
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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... -
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... -
If you use Facebook, then you’re probably familiar with the “like” button which you show whether you like or agree with something that’s been posted. However for service providers, most of the time that they get feedback from customers is unfortunately as part of the trouble-to-resolution or complaint... -
Customer experience is a buzzword in the market these days. Customer experience is termed as the experience in direct/indirect interaction of customer with its service provider. The term indirect is quite often used in context with the interaction which can be due to looking at the advertisement for... -
Customers have more control than ever before which is great news for me as a consumer. I have loads of devices, functionality and service providers to choose from, although it’s true that it can be hard to resist the lure of a brand. When customers buy a product or service, sometimes it’s down to the... -
Managing Customer Experience (previously e2e Service Quality Management) Program Goals The goal of this program is to address the needs of Customer Experience from the point of view of end to end Service Quality Management. The challenges are: Maintaining Customer Experience / Satisfaction across complex... -
Customer Experience Management: Driving Loyalty & Profitabilty Insights Report #2 Published Seeking to increase profitability, communications service providers (CSPs) are increasingly turning to initiatives in customer experience to differentiate themselves. The choice to do so is not accidental... -
The relationship between the quality of service and its impact on the quality of experience seems to vary on time depending on the degree of development and stabilization of the service and the underlying network. This would mean that once the service is assured, its quality of perception will relay... -
Colleagues I have placed an update to the Managing Customer Experience Feature Description Document on the CWS at http://www.tmforum.org/cws/helper_controls/download.aspx?ID=19498&team_ID=246 This document has mined the requirements identified in the technical reports TR 148/149 and 152 developed...
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