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Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution
Customer Experience Management (CEM) is a hot topic in Telecomm today and, despite the increasing focus on CEM occurring in the vendor, service provider, systems integrator, consulting and analyst communities, it is still evolving as a business concept. Limited alignment on CEM exists between industry players: how to define it, how to attack it and how to best leverage it for maximum benefit. In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.