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Article
 Service Provider CEM Strategies

Now that the concepts of customer experience management (CEM) have been integrated into the telecommunications industry, it's time to take a step back and analyze its impact. Several years ago, the industry was still trying to define CEM, a task which was complicated by the volume of solutions that re-badged as CEM during the height of the hype cycle.... More Info
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Article
 Billing Still Matters: Driving Premium Customer Experiences through Intelligent Digital Services

The proliferation and ever-expanding capabilities of smart devices are slowly but surely neutralizing traditional communications services, evident by the steady decline of voice and messaging revenues. This reality drives many to regard telco billing, which was specifically created to support these declining services, as a cost center to be optimized.So does billing still matter?... More Info
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Article
 xPlay: Connecting the Digital Lifestyle

Your phone ain’t what it used to be, and neither is your phone company. Today, the mobile device is just one of many connected devices owned by a typical user, and is a primary portal into the digital lifestyle.... More Info
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Article
 Customer Self-Care in the Connected World

A huge shift in customer service is underway. The number of connected mobile devices has now surpassed the world’s population.... More Info
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Article
 Letter from the Editor - March 2015

β€œWe see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”-Amazon CEO, Jeff Bezos As a father, I try my best to make sure that I am not raising a spoiled, entitled child.... More Info
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