cem | Commsrisk

A Customer Journey Map (CJM) tracks sentiment across every interaction, making it easier to build trust and reward loyalty.

RA needs to be linked with the way the telco addresses a wide range of risks, including those associated with customer experience.

Real-time responsiveness allows operators to proactively engage customers, but also demands a change in corporate culture.

The TM Forum has released a ‘calculator’ which estimates the benefits delivered by Customer Experience Management (CEM) projects.

David Leshem, my old friend and comrade, recently took time out to speak to Black Swan. In a discussion that zings with fresh thinking, David…

In my last post on Dunbar’s number and CEM; I mentioned that the key to better customer experience could be to target the set of…

Probably one of the key aspects of CEM is finding out the experience of the customer in his/her day to day interactions with the closest…

I lifted this title for the post directly lifted from the book ‘Switch’, because there could not be a better way to start the last…

The buzz word for the immediate next future is “the internet of things” where appliances are all inter-connected in one large network. Today we talk…

A recent article on had the caption “Social media breathes new life into live TV”. This article definitely provides the reasons for a call to action…