As the innovation and competition increased telecoms started to recognise that in order to succeed a fast network or strong engineering department were not sufficient. Another variable appeared on the horizon – customer service and customer experience .
Key CEM (customer experience management) goals include:
• Optimizing interactions from the customer's perspective
• Delivering an exceptional experience that sets it apart in the eyes of its customers
Key CEM benefits include:
• Increasing the amount of consumer spending
• Inspiring loyalty to provider and brand
It is also worth adding that while progression to CEM is a positive step for every business, it is not to be taken lightly. CEM requires a commitment from the highest levels of management to the lowest of delivery trainee technicians.
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