Global Telco Customer Experience Management (CEM) Outlook 2017 - Catering to a Digital Customer

  • ID: 4457171
  • Report
  • Region: Global
  • 122 Pages
  • WiseStrokes
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FEATURED COMPANIES

  • Accenture
  • ClickFox
  • GSMA
  • MTN Ghana
  • SAP
  • Tieto
  • MORE

This research report is a comprehensive guide through the complex world of telco customer experience management. It looks at emerging trends in the industry and considers key growth opportunities for telcos to differentiate themselves in this hyper connected world. The report breaks down CEM into various components such as quality of service, customer care and the development of new features and services. The report provides insights into the CEM strategies of various telcos and looks at trending topics such as the growing role played by automation and AI. Along with this the report also highlights some churn management strategies as it is an integral part of the CEM strategy for telcos.

The report looks both at the service side as well as the network side of the CEM process. Along with this, the report also contains detailed case studies of vendors working in different aspects of CEM. The report provides global analysis but also provides recommendations on localizing global solutions.
 
Key Features:

  • A Primer for telco CEM - Highlights the primary attributes that comprise a good customer experience management strategy. CEM covers a wide remit and telcos must use their resources efficiently to improve the right component of their CEM strategy.
  • Top trends in CEM - Insights into the main trends that are transforming CEM such as automation, AI, bots, omni channel communications and social media.
  • In depth regional coverage - Analyzes the varying degrees of customer experience management implemented by telcos in different regions by providing qualitative and quantitative insights of the region.
  • Localizing global case studies - Highlights 16 case studies of exceptional telcos that have been early movers in the industry and also provide a local understanding of the global case studies.
  • 28 Case Studies - A detailed look at 28 key players in the market across the telco and vendor space to understand the market challenge and how their proposition helped them improve the CEM strategy.
  • Leveraging telco strengths- recommendations on the steps that telcos need to take in order to become significant players in the industry based on tools that are already at their disposal.
  • Identifying crucial customer touch points - Analysis of the key areas that telcos need to improve their interaction with the customer. It also looks at how internet based services are transforming the customer touch points.
  • Vendor Insights - Lists out the key vendors doing a variety of things in CEM, and provides their strengths and outlook.
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FEATURED COMPANIES

  • Accenture
  • ClickFox
  • GSMA
  • MTN Ghana
  • SAP
  • Tieto
  • MORE

1. Introduction

  • Summary
  • Customer Experience Management Triad
  • Customer Touch Points

2. Trends in CEM

  • Summary
  • Data Analytics
  • The Key Pillars of Telco CEM
  • Automation & AI
  • Collaboration & Partnerships
  • From Product to Consumer
  • Security, Control & Transparency
  • Device Management

3. Loyalty, Lifecycle & Care

  • Strategies to Create a Loyal Customer Base
  • Customer life cycle management & retention strategies
  • Customer Experience & Care

4. Understanding the Digital Consumer

  • Digital Services Focus
  • Telco CRM Framework
  • New Product Service & Deployment
  • Role of Bundling

5. Customer Experience in Hyper Connected World

  • Telcos struggle in UE
  • Network quality at the core of UE

6. Learning from Ancillary Industries

  • CEM Ranking by Industry
  • OTT
  • Banking
  • Retail

7. Digital Transformation Trends

  • Role of SOC & Virtualization
  • IP based service delivery

8. Multichannel CEM

  • Beyond Brick and Mortar
  • Omni Channel CEM
  • Growth of video calling & bots

9. Leveraging Social Media

  • Importance of Social Media
  • Multi platform approach

10. Regional Trends

  • North America
  • T-Mobile: Customer Focused Growth
  • Liberty Global: Virtual Customer Care Center
  • South America
  • Digicel: Leveraging Contact Centers
  • Africa
  • Econet: Partner to upgrade CEM
  • MTN Ghana: Network and Retail Strategy
  • MTN South Africa: Network based growth
  • Middle East
  • Etisalat: Strengthening Web Presence
  • Zain: Connecting the Network & Consumer
  • Europe
  • Telenet: Smart Use of Video to Convey Value
  • Telefonica: End to End Digitalization
  • Vodafone: B2B Customer Care
  • TalkTalk: Experiments in IVR
  • O2: Contact Reduction through IP
  • Asia-Pacific
  • Globe Telecom: Bot based Strategy
  • Bharti Airtel: Huge Investments in Customer Care
  • Singtel: Omni Approach to Customer Care

11. Vendor Case Studies

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

11. Recommendations

List of Charts
Chart 1: CEM Triad
Chart 2: Customer Touchpoints
Chart 3: The Key Pillars for Telco CEM
Chart 4: Customer Lifecycle
Chart 4: Customer Lifecycle
Chart 6: Telco CRM Framework
Chart 7: New product and service deployment
Chart 8: Role of bundling
Chart 9: Maturity of various CEM channels
Chart 10: Key Components in Multi Platform Approach

List of Tables
Table 1: CEM Ranking
Table 2: OTT CEM
Table 2: OTT CEM
Table 4: Retail CEM

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  • Accenture
  • Adobe
  • Aegis
  • Amazon
  • Amazon Web Services
  • Amdocs
  • Astellia
  • AT&T
  • Avaya
  • Bharti Airtel
  • Capita
  • ChatterPlug
  • ClickFox
  • Deutsche Telekom
  • Digicel
  • Econet
  • Ericsson
  • Essar
  • Etisalat
  • Facebook
  • Facebook Messenger
  • Globe Telecom
  • Google
  • GSMA
  • HOOQ
  • HP Enterprise
  • Huawei
  • IBM
  • InMoment
  • Interakt
  • Jasco
  • Liberty Global
  • mCarbon
  • Microsoft
  • mPhasis
  • MTN Ghana
  • MTN South Africa
  • MuleSoft
  • Nexmo
  • Nokia
  • Nuance
  • Communications
  • O2
  • PegaSystems
  • Qivikon
  • Reliance Jio
  • ResponseTek
  • Salesforce
  • SAP
  • ServiceFriend
  • Singtel
  • Spirent
  • Sprint
  • SundaySky
  • TalkTalk
  • Tech Mahindra
  • Telefonica
  • Telekomsel
  • Telenet
  • Tesco Mobile
  • Tieto
  • T-Mobile
  • TuGo
  • Twilio
  • Twitter
  • Tyntec
  • Uber
  • Vodacom
  • Vodafone
  • Watson IBM
  • Wipro
  • Wynk
  • Zain
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