Research Center

Digital transformation and the customer experience The term “digital transformation” has been hot for the past few years, appearing frequently in blogs and articles, but it’s not always defined the same way. Its true meaning is making business changes to take full advantage of new technologies – the web, mobility, the cloud, and more.... More Info

In this article, Pipeline explores the different ways in which vendors and communications service providers use the term “Customer Experience Management, or “CEM” and why it matters.... More Info

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

In this whitepaper you will learn: What are the potential benefits of implementing Network Function Virtualization (NFV)and software-defined networking (SDN)? How to transform the (access) network towards a distributed cloud platform capable to reshape itself dynamically to better serve customer applications?... More Info

We are living in an age where we are faced with so many options and services, that customer experience plays an extremely important part of why we choose a service. When talking about the telecommunications market, the service assurance requirements demand much more flexibility and real-time responsiveness and automation to ensure the best possible customer experience.... More Info

In this article, Editor-in-Chief Tim Young explores the change in customer experience visibility as a result of the emerging All-IP network transformation, from LTE to terrestrial networks. Solutions like Palladion from Acme Packet help track CEM for all-IP in the context of VoIP and video.... More Info

Protecting consumer data and privacy is explored in this Pipeline magazine article, which also discusses consumer data security and how this impacts the customer experience. Click to read the full article for free.... More Info

The telecommunications landscape is becoming increasingly competitive, forcing CSPs to find ways of improving their market position. Originating mainly from the IT world, OTT players are the main opponents, with light, easy-to-use mobile applications from companies such as Facebook, Uber and Spotify forcing customers to interact constantly with the service provider.... More Info

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

The difference between CX and DX is explored in this Pipeline Magazine article. Click to learn about common sense CX, and the difference between DX and CX.... More Info

As CSPs seek to turn up and deliver more services that perform at a higher level than in the past, they face yet other paramount tasks to control costs in a more challenging market, improve performance, increase availability and operational efficiency, as well as the user’s quality of experience.

Learn the secrets to harnessing the power of network intelligence, service assurance, optimization and planning, and customer experience management.... More Info

Customer experience is a core focus for businesses across the whole spectrum of the telecommunications industry and communications service providers (CSPs) are no different. As competition in the CSP space has increased, so too has the importance of good customer experience management (CEM).... More Info

Industry analysts, Telesperience, describe how Telenor understand which business customers would be impacted by planned engineering work and enhances the experience of its business customers by use of Ontology's Change Management application.... More Info

Service providers are continually striving to reduce churn and increase wallet share. The traditional and most common method to do this is through aggressive advertising campaigns and price reductions.... More Info

Total Experience Management, or TX for competitive carriers is discussed in this Pipeline article by GOCare. Learn how a unified communications platform can improve CX, DX, EX and TX.... More Info

Customer experience management software will continue to evolve more sophisticated features and be applied to ever more extensive aspects of the lives of post millennials. Hacking and counter security will become standard corporate ways of conducting business.... More Info

Implementing a CX strategy and ascending the CX ladder are explored in this Pipeline magazine article. Click to learn how a customer-centric CX approach can help CSPs better serve their customers.... More Info

The first ninety days of a new customer relationship are crucial because they set the tone for all future engagement. Communications service providers (CSPs) who get this onboarding phase wrong risk losing customers within weeks of acquiring them, while those that get it right create a lasting, profitable and valuable relationship.... More Info

Customer Experience (CX) is explored in this Pipeline article by Arelion, formerly Telia Carrier including insights into streamlining CX, and improving the customer experience with better visibility and transparency.... More Info

How AI and ML are being leveraged to create personal customer experiences (CX) is explored in this Pipeline article, including how large retailers such as Target are using them today.... More Info

In this article, Progress Software, a leading supplier of OSS and BSS software talks about how they can help operators transform their back office to better nurturing the complete customer relationship by implementing a proactive CEM program.... More Info

Pipeline is the world's leading magazine for OSS and BSS news and information. In this article we take a close look at how CSPs like AT&T, Verizon, BT, Orange, and T-Mobile are investing in CEM and what strategies are working.... More Info

The importance of deliverying dynamic customer engagement, or DCE, during the pandemic is explored in this Pipeline article.... More Info

In this article, Rajeev Tankha from Oracle looks at CEM solutions, and ways to leverage integrated information technology to improve both the customer experience and profitability.... More Info

Learn how automated surveys are providing companies a proactive, efficient, and cost-effective way to turn customer experience insight into action – and transform customer satisfaction from a passive measurement into a competitive differentiator.... More Info

To say that the competitive landscape in communications and entertainment services is different today than it was in 2003 is like saying high-speed broadband is faster than dial-up—the two reference points are so far apart as to be nearly incomparable. Ten years ago there was no telco TV, voice service was the sole domain of the telephone company, and the concept of streaming video, let alone mobile streaming video, was in its infancy at best.... More Info

“We 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

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

Industry analysts, Telesperience, examine how Level 3 delivers an outstanding and differentiated experience by use of Ontology Integrity Manager to improve data access... More Info

Customer experience (CX) and digital experience (DX) observability are explored in this Pipeline magazine article, which also discusses self-service capabilities and digital interactions.... More Info