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Not only is the customer experience lifecycle well understood by the industry, but the underlying customer journey which it represents is something we can all relate to. Huawei SmartCare CEM management consultant Jonathan Hopkinson mentions that the customer journey is an emotional as well as a rational experience, so understanding each touch point from the customer’s external perspective is vital. By analyzing each touch point along the customer journey, it is possible to identify many opportunities to delight the customer, as well as many possibilities to disappoint. Right now, Huawei is actively working with service providers across the world to address these touch point opportunities and develop a fully comprehensive set of use cases which can truly enhance the end-to-end customer experience, making customer experience management a reality.