Operators are increasing their reliance on customer experience management (CEM) tools to improve their relationships with enterprise customers.
According to the latest report from Heavy Reading Insider, service providers are turning to CEM solutions to manage the increasing demands placed on their networks and to better understand the needs and desires of their users.
One of the key findings of the report is that for the majority of mobile and VoIP service providers, the biggest contributor to churn is reduced customer experience resulting from poor network quality, an issue that CEM directly addresses.
Moreover, smartphone and tablet proliferation, as well as rising customer expectations, will drive the need to provide an outstanding customer experience, leading to the increased use of CEM.