• GB962 Customer Experience Management Solution Suite R16.5.0

    Assets include:

    RN339 Customer Experience Management Release Notes R16.5.0

    GB962 Customer Experience Management: Introduction and Fundamentals R16.5.0

    GB962A Customer Experience Management Lifecycle Metrics R15.0.1

    More

    Frameworx release: 16.5

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model. In the CEM Solution Suite R16.5.0, we have made a number of updates:5 new Use Cases have been addedThe l...

    Standard(s): Best Practices

  • GB962 Customer Experience Management: Introduction and Fundamentals R16.5.0

    Frameworx release: 16.5

    Details:

    This issue of the Guidebook marks a transitional stage from managing the customer’s experience to managing the engagement with the customer (and the end user proxy). Customer experience loses no relevance or importance in this shift, rather the exp...

    Standard(s): Best Practices

  • RN339 Customer Experience Management Release Notes R16.5.0

    Frameworx release: 16.5

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model.In the CEM Solution Suite R16.5.0, we have made a number of updates:5 new Use Cases have been addedThe loo...

    Standard(s): Best Practices

  • GB962D Customer Experience Management Implementation Guide Use Cases R16.5.0

    Frameworx release: 16.5

    Details:

    The Implementation Guide is a collection of use cases that represent business challenges and it provides an outline of a possible solution that involves the TM Forum best practices, recommendations and also models like the Business Process Framework ...

    Standard(s): Best Practices

  • GB994 Omni Channel Guidebook R16.5.0

    Frameworx release: 16.5

    Details:

    New in this release are:Omni Channel requirements mapped to data analytics needsUpdated KPIs for the Omni Channel maturity model.

    Standard(s): Best Practices

  • IG1146 Metrics Framework for Big Data and Policy Driven Operations R16.5.0

    Frameworx release: 16.5

    Details:

    The world of digital services is disrupting business everywhere, and communication service provider businesses are no exception. A characteristic of these new businesses is the heavy use of data analytics to monitor and better understand the relation...

    Standard(s): Best Practices

  • IG1149 Guide to Customer Experience Integrator R16.5.0

    Frameworx release: 16.5

    Details:

    Internet of Everything (IoE) is almost a reality. The Communications and related IT industries are moving fast to implement the ideas developed in labs to the real world. The communications technology evolution that embraces SDN/NFV, 5G and other new...

    Standard(s): Best Practices

  • GB962 Customer Experience Management Solution Suite R16.0.1

    Assets include:

    RN339 Customer Experience Management Release Notes R16.0.1

    GB962 Customer Experience Management: Introduction and Fundamentals R16.0.1

    GB962A Customer Experience Management Lifecycle Metrics R15.0.1

    More

    Frameworx release: 16

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guide book, Maturity Model, Lifecycle Model, Use Cases, ROI Model. In the CEM Solution Suite R16.0.1, we have made a number of updates:11 new Use Cases have been addedThe...

    Standard(s): Best Practices

  • RN339 Customer Experience Management Release Notes R16.0.1

    Frameworx release: 16

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guide book, Maturity Model, Lifecycle Model, Use Cases, ROI Model.In the CEM Solution Suite R16.0.1, we have made a number of updates:11 new Use Cases have been addedThe n...

    Standard(s): Best Practices

  • GB962 Customer Experience Management Solution Suite R15.5.1

    Assets include:

    RN339 Customer Experience Management Release Notes R15.5.1

    GB962 Customer Experience Management: Introduction and Fundamentals R15.5.1

    GB962A Customer Experience Management Lifecycle Metrics R15.0.1

    More

    Frameworx release: 15.5

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guide book, Maturity Model, Lifecycle Model, Use Cases, ROI Model  In the CEM Solution Suite R15.5.1, we have made a number of updates:  6 new Use Cases have ...

    Standard(s): Best Practices

  • GB962 Customer Experience Management: Introduction and Fundamentals R16.0.1

    Frameworx release: 16

    Details:

    Customer experience (CX) is the sum of all experiences a customer has with a services provider, over the duration of their relationship that starts from buying phase and includes post disconnection processes that may influence the customer. Customer ...

    Standard(s): Best Practices

  • GB962D Customer Experience Management Implementation Guide Use Cases R16.0.1

    Frameworx release: 16

    Details:

    The Implementation Guide is a collection of use cases that represent business challenges and it provides an outline of a possible solution that involves the TM Forum best practices, recommendations and also models like the Business Process Framework ...

    Standard(s): Best Practices