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Informa Telecoms & Media’s new report on Customer Experience Management focuses on CEM analytics and the need to harness data from a wide variety of sources in order to achieve an integrated view of the customer and deliver additional value.
Communications service providers are beginning to recognize that the lack of an integrated view of their customer data is a major drawback and that they need to invest in data management, business intelligence and analytics.
Kris Szaniawski, Principal Analyst, Networks, Informa Telecoms & Media
This report looks at what CSPs can do to make better use of their existing data sources as well as to create an integrated view of the customer.
A broad array of vendors are seeking to position themselves in the CEM field, including: major IT companies, such as IBM and HP; network equipment providers, such as NSN, Ericsson and Alcatel-Lucent: and major OSS/BSS players and niche vendors.
To win over CSPs, vendors are seeking to build simple, easy-to-use dashboards and empower CSP employees with relevant and real-time insights into consumer behavior that can be translated into action. The report also looks at the benefits of the CEM-labeled solutions increasingly coming onto the market.