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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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Article
 Customer Experience: Deliver or Perish

What would a billion dollars in additional annual revenue mean for your company? More importantly, how can any company secure that kind of money?... More Info
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Article
 Personalization and Presence for Profit

The theme song of the long-running sitcom Cheers had a prescient hook that should be absorbed by everyone working in telecom today: “You wanna be where everybody knows your name.â€... More Info
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Article
 Customer Experience Management in All-IP Networks

Customer experience management is posing unique challenges as mobile and fixed-line communications service providers (CSPs), as well as corporate networks, aggressively migrate to an all-IP infrastructure. IP (internet protocol) networks efficiently deliver converged voice, video and data services and applications, and they operate more cost-effectively.... More Info
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