Research Center

Confession time: I have never been happy with my cell phone provider.

Never.

In the couple of decades that I’ve had a mobile phone, I’ve had service through at least five different providers, sometimes churning away from one CSP and eventually looping back years later, hopeful that any issues from before had been resolved. “This time will be different,” I say.... More Info

Network functions virtualization (NFV) and software-defined networking (SDN) characterize the telecommunications industry’s path to the future, enabling CSPs to offer a bevy of new value-added services at a time when prices for standard connectivity are beginning to bottom out. Among these offerings are commercial-grade network-as-a-service (NaaS) products that can deliver fast, on-demand service activation, all in the pursuit of delivering the best possible customer experience.... More Info

There are two approaches to Customer Experience Management getting a lot of attention today. They are End-to-End Orchestration (EEO) and Big Data.... More Info

We’ve been talking about product catalogs for a decade and, during that time, many service providers have implemented a centralized catalog stack and lead-to-quote-to-order functionality that is improving agility and time-to-market for new services. Using a catalog-centric solution, service providers design, define, configure, price and deliver new products to customers faster and more reliably than ever.... More Info

Customer experience management (CEM) is undergoing a major transformation in the digital economy. There is no industry domain that is untouched by this transformation and the winners will be the ones that deploy technology in the direct front lines of customer interaction.... More Info