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Advancement of Service Quality Management and Telco Customer Experience Management Market
There is an increase in the popularity of the Telco Customer Experience Management (CEM) market, mainly driven by the application of tools that are employed for analyzing customer feedback from various channels such as company websites, customer care centers/branches, the web, and mobile and social media. CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities.
In the last few years, several Telco companies have begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end-user experiences. To understand these experiences and obtain the appropriate insight from Voice of the Customer (VOC), Telco companies use analytical tools such as Enterprise Feedback Management (EFM) software, text analytics, web analytics, speech analytics, and other analytics.
CEM is the overriding concept, which changes an organization’s internally focused view to externally focused customer experience solutions. With the arrival of the social media, CEM has extended capabilities to understand customer experiences from a variety of channels across the social media. New technology developments and changing views of companies have transformed this process from a single channel to multiple, and later customer-controlled channels.
The social media usage is rapidly increasing and therefore this media can be used for gathering information related to products and services and also customers’ ideas and experiences about a product or service shared with their friends. Based on these data, the customer behavior can be analyzed to make customer-centric decisions. The mobile phone is also one of the elements which affect customer behavior and can be used as a means for collecting customer feedback. Nowadays, social media and mobile phones have become effective channels to gain competitive differentiation. Thus, companies must focus on these media sources.
MarketsandMarkets has recently published its latest research report on the SQM and Telco CEM market titled “Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market: Global Advancements, Market Forecasts, and Analysis (2014–2019).” This comprehensive coverage of the SQM and Telco CEM market provides important inputs such as drivers, restraints, and opportunities in this market, profiles of the major players in this market, map of the competitive landscape, and the overall perspective on the SQM and Telco CEM market across various regions.
Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)
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