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Article
 CEM, Orchestration and Big Data

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
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Article
 Monetizing Digital Services Takes More Than a Catalog

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
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Article
 How Cognitive Platforms are Reshaping the CEM Landscape

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
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Article
 The Continual Evolution of CEM to the Experience Management Control Continuum

In the highly-competitive mobile and fixed-line telecommunications space, providing a differentiated customer experience is critical to reducing costs and churn, and to increasing top-line revenues. Customer experience is not a unified concept; it is a combination of customer behaviors, expectations, and lifestyles.... More Info
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Article
 Letter from the Editor

"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."
- Jeff Bezos... More Info
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