Customer Experience Management
Turn deep insight into targeted actions that improve the customer experience and drive loyalty and profitability.
An increasing number of customers, 41% globally, demand excellent network and service quality, even if it costs a bit more, and they are willing to churn to get what they want. Unfortunately 60% of customers report having problems with data services. If expectations for quality aren’t met, operators around the world risk losing 40% of their customers in the next twelve months, according to the 2014 Acquisition and Retention Study Report from Nokia. Replacing lost customers is a costly task, hitting operator profitability significantly.
Customer Experience Management (CEM) gives operators a view of their customers and customer experience, enabling the entire operator organization to take focused action to resolve issues. This helps to improve retention and boost revenues through increased data usage. Here are some examples of how CEM is helping our operator customers:
- Latin American operator gains 2.5 million USD net value in 3 years from targeted campaigns
- African operator raises 4 million USD incremental revenue and saves 1 million in OPEX over 3 years due to more efficient Customer Care
- A European operator identifies 200.000 subscribers for up-sell to 3G with CEM
What can Nokia Networks offer?
In our CEM offering we have productized use cases successfully delivered to operators. This way that we can ensure that the most value can be achieved across the organization. The use cases are implemented using our modular products (our own and best-of-breed third party) and services such as:
CEM on Demand
Manage your customers’ experience through an innovative user-friendly online portal that helps to bridge your organizational silos.
Serve atOnce Device Manager
Enabling automated configurations and campaigns for smooth service uptake as well as managing your customers’ devices.
Serve atOnce Traffica
Gives you the most comprehensive view of what subscribers are doing on your network with voice, messaging and data services.
Services for CEM
Helping operators to prepare, integrate and use CEM effectively across their organization.
Why Nokia Networks?
Nokia Networks is a recognized market leader in Customer Experience Management with a wide portfolio and knowhow across network and IT systems. In our CEM portfolio we have our proven, award-winning CEM on Demand portal for operator customers to see what is happening in their network with a variety of use cases. Our Traffica product, which is a unified and pre-integrated management system, serves 160 operator customers to date. Also included is our device management solution where we lead with nearly 19% market share. Our holistic Services approach helps operators transform their business processes and organization to be more customer focused through identification and implementation of use cases, realizing the business value of CEM.