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The Customer experience index: creating customer-centric CSPs

  • January 2016
  • -
  • Analysys Mason
  • -
  • 31 pages

"CSPs are actively deploying CEIs because of the benefits associated with improving customer experience, and vendors can optimise their solutions by reducing the effort associated with offering professional services."

A customer experience index (CEI) solution is a data-driven algorithm that can help to predict the experience of any subscriber, at any time, and at any stage of their service-lifecycle. These solutions provide a simple number in the same way Net Promoter Score survey results do, but use KPIs that are derived from internal systems data. Matching customer experience directly to internal systems enables CSPs to manage the experience of each customer.

This report:
defines a CEI and discusses the key performance indicators (KPIs) that should be used to create it
provides an overview of how a CEI works with customer-facing systems such as those related to customer care and service management
highlights the vendors or professional service providers that offer CEI solutions to the telecoms market
assesses the requirements for supporting a customer-experience-driven CSP
discusses the prerequisites that are needed to deploy a CEI solution
assesses the demand in the market.

CUSTOMER EXPERIENCE INDEX SOLUTIONS CAN PROVIDE COMMUNICATIONS SERVICE PROVIDERS WITH SEVERAL BENEFITS

Table Of Contents

The Customer experience index: creating customer-centric CSPs

About this report


Executive summary


CSPs are pushing vendors for solutions so that they can differentiate themselves from their competitors by improving customer experience


This reportandnbsp; looks at what CEI is, how it is imple

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