Market Forecast Report on Customer Experience Management (CEM) In Telecommunication

<strong>Report</strong> Description
CEM can be defined as a management technique that acquires relevant information about the
customer, through different types of interactions. This acquired data is useful for improving the
customer’s experience in the future. Customer’s experience develops over a period of time,
influenced by the services offered to them. When a customer is ready to purchase more than
one service, it becomes essential for the company to generate a complete profile of its
customers. Having the clear understanding of customers’ experiences, will help telecom
providers to offer improved services that meet an individual’s needs. Many companies are
coming up with interactive ways to better understand their customer’s experience. This
transformation is helping the telecommunication industry grow tremendously. The major
drawback here is investing time and money to cater to every individual customer’s
requirements. Developing a virtual agent to tackle the issues generated by the customer, also
calls for large investments for developing and training. Even after putting in a huge amount of
money, the customer might not be satisfied with the response.
Customer Experience Management (CEM) in Telecommunication <strong>Market</strong>: Drivers
Customers are becoming more aware about the services offered to them, and are equally keen
in helping companies to offer better services. Many companies are realizing the importance
their customers’ experience hold, and are using this to improve the standards of the products
they offer. This is driving the growth of the market. However, the cost involved in the digitization
of the customer experience management is impeding the growth of the market.