Customer Experience Management
As telecom operators go through the digital transformation process, omni-channel experience management has become a hot topic. Each customer has a different persona which leads to a different customer experience journey throughout the customer’s lifecycle; by integrating a variety of data sources, Huawei is able to help operators gain insight into their omni-channel experience problems and ensure consistent experience.
Our Consultancy, Analytics, and Platform (C.A.P. ) approach to CE gives Huawei a unique framework with which to understand operator’s need to protect their investment in BSS&OSS and big data whilst helping Huawei to committed to become Primary System Integrator (PSI) in the field of Customer Experience Management.
Huawei is committed to maximize the value of customer experience insight, whether through analyzing network experience, service experience, interactional experience or the customer’s personal experiences within our customer experience management solution.
Huawei fully understands the importance of improving the operators network quality ranking and the numerous subsequent benefits to customers satisfaction from our years of experience working on network optimization projects. Huawei believes that the operator must look beyond improving just the customer’s voice and data services experience by switching their organization to become user-centric. This is where Huawei’s consultancy is committed to help operators transform through a combination of organizational, technology, people and process best practices.
Customer Value
Service Operations Transformation
Builds SOC (Service Operations Center) based on C.P.P.P. (Criteria, People, Process, and Platform) and helps CSPs realize E2E visualization of customer experience management.
Customer Experience Transformation
Explores new business revenue opportunities, predicts network risk, identifies and rectify problems in operators' network and service processes based on customer experience contact points.
High-Quality- Network Brand Construction
Fine-tunes the network, maximizes network resource utilization, and improves the user experience of voice and data services.
Technical Topics
Optimizing user experience with openness: HUAWEI SmartCare CEM
Optimizing user experience with openness: HUAWEI SmartCare CEM
Customer experience management helps improve operation and maintenance (O&M) efficiency to give a better customer experience and create a new revenue source for telcos by monetizing this experience.
Customer experience management - It’s not all snake oil
Customer experience management - It’s not all snake oil
CEM is an area of interest in telco, but a lot of vendors have simply repackaged or made incremental upgrades to older solutions so that they can be sold as CEM.
CEM: There’s no one “right” solution
CEM: There’s no one “right” solution
Operators have discovered that traditional network key performance indicators (KPIs) do not always reflect customer satisfaction accurately. If you happen to be that host carrier, a CEM solution is clearly in order.
Related Information
News
- Huawei Announces the Industry’s First Customer Experience Transformation Center Enabling Experience Centric Operations
- Azerbaijan Mobile Operator Bakcell to Deploy Huawei SmartCare® CEM Solution
- Huawei Global Services to Lead Industry Transformation into Value Creation
- Huawei SmartCare Use Cases, Bridges Inter-Departmental Customer Experience Management
- Huawei: For Superior User Experience, CEM Must Shift From Network-centric to User-centric Approach