Customer Service Assurance (CSA) - An Essential Component of Customer Experience Management

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This report defines CEM and CSA as they pertain to the communications industry. It describes how CSA provides a critical set of customer-and service-focused measures to support CEM. It discusses some of the critical issues about the evolving CSA marketplace as the changing communications landscape gains customer interest almost exclusively at the hand of increasing complexity.

Table of Contents

Customer Service Assurance (CSA) - An Essential Component of Customer Experience ManagementSPIE 2009 #17 - May 1/2009IntroductionEvolution of CEM and CSA within the Communications IndustryAccanto Systems - New Name but Established CSA PlayerCase Example Implementation - A European Mobile OperatorStratecast - The Last WordAbout Stratecast

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