CEM: Telecom's Rorschach Test

By Tim Young

If you’ve been to a telecom trade show, or picked up an industry publication, or chatted with a communications IT software vendor in the last year-and-a-half or so, you’ve probably heard something that you already knew: customers are important to business.

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Top Technology: CEM Innovations

By Jesse Cryderman

Before the dawn of microscopy, medical science was pretty barbaric. Lacking insight into the world of germs and cells, humans created all sorts of bizarre explanations for health problems and wacky methods for curing ailments, like blood letting via leech. For centuries the makeup and functioning of the body was described by the four humors, and treatments prescribed in accordance with this theory.

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Analysts Weigh in on the Customer Experience

By Tim Young

As you might have guessed from some of the ramblings elsewhere in this issue, the whole “CEM” craze has left us just a little confused.

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Five Ways to Improve Your Customer Experience

By Tim Young

Elsewhere in this issue, I explored the question of what CEM is and isn’t. I freely admit, however, that that particular question is purely semantic in nature. At the end of the day, what’s important is improving the experience of your end users. Fortunately, there are a million ways of doing just that. I wanted to take a moment to run through a few of our favorites.

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Managing Network Congestion with Automated Configuration and Customer Service

By Jakub Zaluski-Kapusta

Communications service providers have created a new customer demand for faster, more reliable services and increased network capacity for their subscribers with the use of smartphones and tablets. This trend has been additionally strengthened by the dropping prices of mobile devices. All of this is pushing traffic in access network to its limits. Apart from issues associated with finding new business models for increasing revenues, operators are also investing in the roll out of their 3G/4G network. How does one manage roll-out so that the millions of Euros spent actually entail an increase in network & service quality?

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Nurturing Your Customers

By Sanjay Kumar

The Intimate Customer-Provider Relationship

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When Does the Customer Experience Matter?

By Tim Young

When does the customer experience start to really matter?

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Leveraging Integrated Information Technology to Enhance the Customer Experience and Bottom Line

By Rajeev Tankha

The wireless world is buzzing with the proliferation of exciting new smartphones, tablets, and applications while next-generation network technology is completely changing what we can do with mobile devices. Consumers can watch movies, shop, and perform important work functions from their phone. Just as importantly, more and more consumers are bundling their services – combining cable, mobile, and fixed-line Internet onto one bill.

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A New Era Begins

By Jesse Cryderman

Over the past month we've watched significant news unfold that will have a dramatic impact on the communications IT landscape. Major players announcing fundamental changes in business strategy and big news from Apple have the news outlets buzzing, and for good reason. We're witnessing the beginning of a new era, a post-jobs era, an era where hardware companies go soft, and everyone wants their piece of the software and services business.

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Letter from the Editor

By Tim Young

“Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.” –Steve Jobs

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