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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.”... 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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Article
 Balancing the Mobile Broadband Equation

During my recent travels I happened to see a towering billboard for a major US communications service provider (CSP) that shouts, “Fewest dropped calls!” Without a hint of irony my driving companion said, “What if airlines advertised ‘Fewest plane crashes!’ Bet it would really draw in the customers, wouldn’t it?”... More Info
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Article
The Amdocs Improvement Movement: CEM Maturity Model

Pretty much everyone in the communications industry understands that customer experience (CX) is becoming the key competitive differentiator. The best way to actually manage and improve CX, however, is less obvious.... More Info
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