SPIT Week Focus: Customer Experience Management
March 5, 2010 - Openet
Customer experience management (CEM) is fast becoming one of the most talked about topics in service provider management and operations circles, as operators look for ways to differentiate themselves in mature markets where defending, rather than building, subscriber bases is a key objective.
But what is CEM? Can you buy it on the high street in a neat, off-the-shelf package?