Research Center

Leading a large department in today’s fast-paced environment is challenging. Being innovative is even more so.... More Info

Let’s begin the way most every discussion of the customer experience begins: with a personal anecdote. I’ve been a customer of a large US cableco (who shall remain nameless for the sake of neutrality and the fact that they, more than likely, will be reading this article) for the better part of a decade—ever since I moved into the geographical area the company serves, and through several interstate and intra-city moves.... More Info

For decades, carriers have maintained the status quo of keeping their customers in the dark regarding real-time network traffic data and other metrics. It’s easy to understand why: allowing clients to see every little statistic or inefficiency in network operations, as well as customers’ exact usage compared to what they paid for, has its drawbacks.... More Info

As the transportation industry continues its transformation, security concerns about connected cars will prove major priorities for consumers. How customers perceive their security will shape consumption decisions, spelling success and failure for transportation, communication, and information service providers as well as those companies selling hardware and software to the service providers.... More Info

Customer Experience Management: The Importance of Asking the Right QuestionsTruly understanding Customer Experience Management (CEM) means moving beyond the level of assumptions and generalizations. Customer Experience Management isn’t something you just do well; as with many other things, it’s a combination of nature and nurture.... More Info