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Customer Experience Management in Mobile Operators: Big Data Insight for Churn and Monetization

Customer experience management (CEM) and big data initiatives are extremely valuable strategies. Operators must be able to learn from customer expectations, as well as track, monitor and respond to any change. Investments in telecom infrastructure and online channels to support customers? increasingly digital lifestyles must focus on more than network quality of experience -- they must also aim to garner insight to improve marketing and customer care.

Sheryl Kingstone

Research Director, Customer Experience & Commerce

Accanto Systems ACE*COMM Acme Packet Actix Bharti Airtel Aito Alcatel-Lucent Allot Communications Amdocs América Móvil Arantech Astellia AT&T Beeline Bell Mobility Bridgewater Systems Bytemobile Celcite China Mobile Communications Corp China Telecom China Unicom Cisco Citrix Cloudera Comptel ConceptWave Software NTT DoCoMo E-Plus Eloqua Empirix Ericsson Evolving Systems EXFO Electro-Optical Engineering Facebook Flash Networks Guavus HBO HP Inc Huawei IBM InfoVista Viavi Solutions KT Corp LG Electronics Liquidnet Lucent Technologies Medio Systems MegaFon Mobidia Mobixell Networks Movistar Mer Telemanagement Solutions Mobile TeleSystems CEA NEC Nectar Netezza Netflix NetScout Systems Netsocket Neuralitic Newfield Wireless NFL Enterprises LLC National Hockey League Nokia Nokia Siemens Networks NTT O2 plc Telemar Norte Leste Telemar Norte Leste Openwave Systems Openwave Mobility Optus Oracle Orange PCCW Pivotal Providence Equity Partners Radcom Redknee Responsys Mobileum Rogers Wireless Sandvine SAP SFR Siebel Systems Siemens AG Siemens Networks SK Telecom SoftBank Group Spirent Communications Sprint PCS SPSS Storm Summit Partners Telekom Deutschland Tekelec Tektronix Inc Telcordia Technologies Telefonica Telkomsel Telstra TELUS Communications TEOCO The Now Factory Thoma Bravo TM Forum Turkcell Iletisim Hizmetleri Twitter Unica Vasona Networks Ventraq Verizon Vertica Systems Vivo VMware Vodacom Vodafone Group Widepoint Xtract YouTube Zettics

Mobile Telecom

All / Carrier infrastructure / Carrier software/OSS / Customer Experience Management