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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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Article
 Telecom Industry News

Mobile World Congress 2017

It was a busy news month in telecommunications with one of the industry's largest events, Mobile World Congress ushering in the month of March. During which, advances in subscriber services, technology, and business all made the headlines.... More Info
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Article
 Is there an application that isn't CRM, and would you recognize one that is?

The importance of managing customer relationships is axiomatic, so I will presume that if you’re reading this article I don’t need to convince you that it’s an area of your business that’s worth focusing on.... More Info
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Article
 Securing the Modern Cellco

As the modern Cellco becomes more and more critical to society, new threats and vulnerabilities are creating new challenges. With the advent of nation state cyber attacks, Cellcos have become targets.... More Info
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