Description

Customer Experience Management (CEM) has attracted a lot of traction and currently is the buzz word in the industry. All parties involved in the life cycle of a customer from OTT (over-the-top) participants, device manufacturers, operating system companies, and most important CSPs (Communication Service Providers) are actively taking strategic steps for an improved customer experience. CEM has become the new song of the telecommunication industry. However, is it really the new song? Frost & Sullivan believes that customer experience has gauged importance in recent years and has transitioned from “good to have” solution into “must to have” solution over the time.