TM Forum — How to manage Digital Transformation, Agile Business Operations & Connected Digital Ecosystems
    • Login Log-in arrow-right
    • register Register arrow-right
  • Industry Missions
    • Join the industry movement Join the industry movementTogether we're changing the future of global connectivity
    • Autonomous Networks Autonomous NetworksUnlocking the power of seamless end-to-end autonomous operations​
    • Composable IT and Ecosystems Composable IT and EcosystemsSimpler IT operations and partnering via AI-ready composable software
    • AI and Data Innovation AI and Data InnovationThe safe adoption of AI and data at scale
  • Open Digital Architecture (ODA)
    • About ODA About ODAThe architecture, blueprints and best practice our Members are building to simplify, modernize and automate their operations
    • Member assets Member assetsA library of standards, best practices and toolkits
    • How to apply ODA How to apply ODAUnderstand how ODA can work for you
    • Open APIs Open APIsFind specifications, downloadable code and more
    • Conformance ConformanceCertify your business and products with industry standards
    • ODA component directory ODA component directoryFind ODA components and the vendors who supply them
    • Canvas CanvasThe live environment for ODA components
  • Member projects
    • Collaboration projects Collaboration projectsExplore our Member-only projects where we build and develop ODA
    • Catalysts CatalystsTeam up with industry trailblazers to create ground-breaking solutions
    • Innovation Hub Innovation HubFocused innovation to address real-world challenges
  • Learn
    • Education programs Education programsUpskilling programs that transform your capabilities
    • Certification CertificationUpskilling programs that transform your capabilities
  • News and insight
    • Newsroom NewsroomLatest press releases and global media coverage
    • Industry insight Industry insightExplore reports, case studies, key features and opinion pieces
  • Events
    • All events All eventsMeet up and join in! Where the industry convenes to shape the future of connectivity
    • Innovate Americas Innovate AmericasOur annual summit for the Americas' connectivity ecosystem: September 10-11, 2025
    • DTW Ignite DTW IgniteTM Forum's annual global summit for the connectivity industry: 17-19 June, 2025
    • Innovate Asia Innovate AsiaOur annual summit for Asia's connectivity ecosystem: November 25-27, 2025
  • About
    • About TM Forum About TM ForumThe connectivity industry’s global alliance
    • Sponsorship and Exhibitors Sponsorship and ExhibitorsOpportunities to promote your organization's brand and capabilities
    • Membership MembershipAccess a world of insights, collaboration and tools to transform your business
    • Careers CareersBe part of the global industry alliance that's changing the future of global connectivity
  • Login Log-in arrow-right
  • register Register arrow-right
Back to top
Home > Resources > Research & Analysis > InsightsCustomer experience and analytics in a digital world
Go to resources page
Publication

Customer experience and analytics in a digital world

For Forum Members

Download
Log In Register Not a Member? Learn More!
Please Log In

Released: Wednesday, September 30, 2015

Read this report to get the answers you need to succeed with customer experience in the digital world:

  • What initiatives do service providers have underway to prepare them for the digital world?
  • How have service providers’ approaches evolved around their objectives, digital services, perceptions of customers’ priorities and customer journeys?
  • What are the business process and technology challenges, and critical success factors for CEM programs?
  • Why exactly is analyzing customer journeys so important, and why now?
  • Why are analytics essential, especially real-time network and service analytics, and what are their challenges?
  • So what? What does it mean for you, what actions should you take now and which tools will help you get there?

“We believe that service providers who can differentiate themselves with a superior overall customer experience across the digital services fabric – whether they choose the path of solution provider or enabler – will be winners in the brave new digital world.” (Rob Rich)

From the analyst

– Seven innovations to make you more customer-centric 
–
Infographic results of our service provider survey

 

Authors

Profile Picture

Rob Rich
Managing Director, Insights Research TM Forum

Sponsors

Anritsu A/S logo
Guavus logo
Intracom Telecom logo
TM Forum logo
ZTEsoft Technology Co., Ltd logo

For Forum Members

Download
Log In Register Not a Member? Learn More!
Please Log In

Get involved in our programs

  • CEM & Data Analytics

Related Publications

  • Omnichannel – Getting the mobile channel right
  • Becoming a customer-centric business

Related Webinars

Online Training

Courses now available at the click of a button. Easily access the knowledge and…

See online courses

Conferences

Open API Spec Jam, Berlin

Learn more
what’s happening now
TM Forum — How to manage Digital Transformation, Agile Business Operations & Connected Digital Ecosystems

Explore TMForum

  • About the Forum
  • Careers with TM Forum
  • News & Insights
  • Privacy Policy
  • Website T&Cs and Cookies
  • Help & FAQ
  • Contact

Contact us

  • General Inquiries: [email protected]
  • Member Services: [email protected]
  • Interested in Joining? [email protected]
  • Press Inquiries: [email protected]

©2025 TM Forum