Customer Experience
Management (CEM) In
Telecommunication
Market
Share, Global Trends,
Analysis, Research, Report,
Opportunities,
Segmentation and Forecast,
2016– 2026
Future Market Insights
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Report
Description
Report Description
CEM can be defined as a management technique that acquires relevant information about the
customer, through different types of interactions. This acquired data is useful for improving the
customer’s experience in the future. Customer’s experience develops over a period of time,
influenced by the services offered to them. When a customer is ready to purchase more than
one service, it becomes essential for the company to generate a complete profile of its
customers. Having the clear understanding of customers’ experiences, will help telecom
providers to offer improved services that meet an individual’s needs. Many companies are
coming up with interactive ways to better understand their customer’s experience. This
transformation is helping the telecommunication industry grow tremendously. The major
drawback here is investing time and money to cater to every individual customer’s
requirements. Developing a virtual agent to tackle the issues generated by the customer, also
calls for large investments for developing and training. Even after putting in a huge amount of
money, the customer might not be satisfied with the response.
Customer Experience Management (CEM) in Telecommunication Market: Drivers
Customers are becoming more aware about the services offered to them, and are equally keen
in helping companies to offer better services. Many companies are realizing the importance
their customers’ experience hold, and are using this to improve the standards of the products
they offer. This is driving the growth of the market. However, the cost involved in the digitization
of the customer experience management is impeding the growth of the market.
Report
Description
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Customer Experience Management (CEM) in Telecommunication Market: Segmentation
The segmentation of customer experience management can be done on the basis of types of
interaction, verticals, organization, application market and region. The types of interaction could
be classified into human to human interaction, and machine to human interaction. Human to
human interaction could be further sub segmented on the basis of medium of communication,
i.e., in the branch or store, on call, on web chat, on social media, and e-mail. Machine to human
interaction can be sub segmented on the basis of medium of communication into, on call, on
web chat, on social media, and through interactive applications. On the basis of verticals, it is
segmented into telecommunication service providers and companies manufacturing
telecommunication devices.
Customer Experience Management (CEM) in Telecommunication Market: Regional Outlook
The customer experience management market is expect to grow vastly in the coming years.
North America and Europe are the expected upcoming leaders in this market, owing to the fact
that their telecommunication industry has long been investing in customer interaction. Whereas,
Latin America, Asia Pacific and Middle East and Africa are expected to see a moderate growth in
their market.
Report
Description
Report Description
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Customer Experience Management (CEM) in Telecommunication: Competition Landscape
Some of the key players in the market are, Adobe Systems Inc., Tech Mahindra, SAP SE, Medallia,
IBM, Oracle Corporation, Verint Systems, Amdocs Inc., Hewlett-Packard Development Company,
Huawei Technologies Co., Ltd, Ericsson, Cisco Systems Inc. and Clarabridge. Recently, McorpCX,
Inc., a customer experience software and consulting leader, acquired a leading company in
customer experience management called, PersonaDrive, Inc. Companies grow their market by
following business strategies like acquisition, partnerships and others.
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