This blog is by Jai Thattil of Nokia Solutions and Networks.
With the help of NSN’s CEM Service Suite, a tier 1 operator in Asia Pacific realized an ROI of around €7 million within the first 3 months of operationalizing CEM with a total projected value of €40.5 million per year. Another tier 1 operator in Latin America is expected to gain $340,000 per month in OPEX savings and revenue increase with the use cases identified and defined using the NSN CEM Service Suite.
Over 70% of operators agree that addressing the challenges in customer experience management is of the highest priority, says a recent Informa report. But operators are at varying stages of CEM implementation, and their challenges vary accordingly. Many haven’t yet started on the CEM journey as they are still struggling to define their CEM strategy and deciding where to begin. Some operators, who have already started, have experienced trouble in successfully integrating the solution into their existing operations. And of the operators who have implemented CEM, some are concerned about getting the most out of their solution in terms of improved customer experience as well as generating additional revenue.
As easy as 1-2-3
NSN’s CEM Service Suite provides a comprehensive methodology to address these challenges irrespective of what CEM deployment phase an operator is in. It essentially offers a 3-stage approach with a clearly defined prepare – integrate – operationalize plan to help operators implement CEM successfully.
Stage 1 – Prepare for CEM: service packages to help operators identify and define relevant use cases for CEM implementation with estimated benefits
Stage 2 – Integrate CEM: service packages to help implement and seamlessly integrate CEM into existing operations using a clearly defined governance model and supporting processes
Stage 3 – Operationalize CEM: service packages to enable operators to run CEM as an integral part of their operations; the focus is on optimizing the customer and service experience, as well as helping operators implement various initiatives based on new CEM insights.