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Article
 Touch Points: CEM, Big Data & the Elusive Holistic Customer View

Implementing Big Data for communications service providers (CSPs) can be like taking a drink of water from a fire hose. A tiny sip is all you really need, but the trick lies in taking that sip without drowning β€” or taking your head off β€” in the process.... More Info
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Article
 The New Normal: QoE

Technology and service providers alike have been talking about customer experience management (CEM) for quite some time, and today just about anyone who does anything related to communications technology seems to have jumped on the bandwagon. However, very few technology solutions actually interact with customers or directly impact their experience.... More Info
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Article
 CEM Means Business: Six Ways to Increase Enterprise Loyalty

Pop quiz: What is the most commonly used acronym in telecommunications these days? Although I secretly wish it were POTS, short for β€œplain old telephone service,” the answer is CEM, or customer experience management.... More Info
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Article
 Preventative CEM

The best time to address a problem is before it surfaces. Granted, this requires some foresight and visibility, but identifying areas of concern and confronting them ahead of time is a hallmark of progress.... More Info
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Article
 Mobile World Congress 2013

What the Fira Gran Via, the new home to Mobile World Congress (MWC), lacked in aesthetics, it made up for in size, accessibility and protection from the elements. Some attendees missed the palatial grounds of the old Fira, but most exhibitors were happy with the substantial increase in size, and the bottom line is the show delivered: attendance hit a record 72,000, according to the GSMA.... More Info
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