Intent Oriented Customer Engagement (IoCE) Guide v3.0.0 (IG1234)
Maturity Level: General availability (GA)
Document version: 3.0.0
Release Status: Production
Details:
IoCE is a methodology for CSPs to engage with customers through real-time decisions based on intent of the customer ( Intent is intention or real wish of customer for which customer contacts CSP) instead of following present day methodology where cus...
IG1235 Customer Experience Management Glossary v2.0.0
Maturity Level: General availability (GA)
Document version: 2.0.0
Release Status: Production
Details:
There is a foundational visibility gap in today’s digital customer engagements across the touchpoints of the CSP organization, the business and IT omnichannel journeys that enable the customer experience around our services and enabling the use for...
IG1203 Capabilities for CEM Concepts and Processes v3.0.0
Maturity Level: Level 4 - Forum Approved
Document version: 3.0.0
Release Status: Production
Details:
Capabilities for CEM Concepts and Processes’ builds on the initial study IG1203 v1.0.0 that explored customer experience concepts and processes that are subsequently used in updating existing and developing new processes in eTOM for customer experi...
CEM Reference Architecture & Applications in Open Digital Architecture v1.0.0 (IG1240)
Maturity Level: Level 4 - Forum Approved
Document version: 1.0.0
Release Status: Production
Details:
This document describes how the open digital architecture (ODA), is enriched when ODA is applied in describing the reference architecture for the customer experience management (CEM). The reference CEM architecture identifies the high level functio...
GB962 Customer Experience Management Solution Suite
Resources include:
RN339 Customer Experience Maturity Model Release Notes v2.0.0
GB962 Customer Experience Management: Introduction and Fundamentals R16.5.1
Customer Experience Management Lifecycle Metrics R15.0.1 (GB962A)
MoreMaturity Level: General availability (GA)
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 R17.5.0, the following updates were made: One new Use Case was added...
Standard(s): Best Practices
RN341 Customer Experience Management Index (CEMI) Release Notes R2.0
Maturity Level: Level 4 - Forum Approved
Document version: 1.5
Release Status: Production
Details:
This release of the Customer Experience Management Index (CEMI) now includes TMF066 — Customer Experience Management Index (CEMI) Technical Specification, which details the calculation model and select KPIs used to calculate the CEMI, a critical en...
Standard(s): Best Practices
IG1149 Guide to Customer Experience Integrator R16.5.1
Maturity Level: Level 4 - Forum Approved
Document version: 1.0.2
Release Status: Production
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: Introduction and Fundamentals R16.5.1
Maturity Level: General availability (GA)
Document version: 4.0.2
Release Status: Production
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 expec...
Standard(s): Best Practices
Metrics Framework for Big Data and Policy Driven Operations R16.5.1 (IG1146)
Maturity Level: Level 3 - Team Approved
Document version: 1.0.2
Release Status: Production
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
TR260 BSS KPIs for Good Customer Experience R16.0.1
Maturity Level: Level 4 - Forum Approved
Document version: 1.0.2
Release Status: Production
Details:
Facing the challenge of digital transformation, the traditional services of Telco operators get more and more substituted by OTT services. In this digital era, customers need better experience from operators. For example: more service channels, bette...
Standard(s): Best Practices
GB950 Fixed Asset Lifecycle Management Guidebook R2.0
Maturity Level: Level 4 - Forum Approved
Document version: 2
Details:
Release 2.0 of Asset Management guidebook -team approved
Standard(s): Best Practices
TR193 Customer Experience Management Index v1.3
Maturity Level: Level 4 - Forum Approved
Document version: 1.3
Release Status: Production
Details:
The CEMI is an independent measure for C-level executives to understand if their overall business and customer performance is at, above, or below industry averages.
Standard(s): Best Practices
