Customer Experience Management (CEM)
Most executives believe that they are providing a superior customer experience. Fact is that in a recent survey dissatisfaction with CSPs is surpassed only by customer dissatisfaction with government agencies. How do you feel when an important call is dropped or your internet service is once again slow or not working? What insight do you have into the indicators leading to customer loyalty?
If knowledge about your customers is not driving operational execution then the customer's perspective is missing. Customer touch point information is often embedded within silos of disjointed "big data" from your Billing, Operations, Marketing, Service Assurance and Customer Care teams. Signals related to service quality are perhaps vague or mixed but one thing is clear: ARPU is going down.
Every CSP knows that future revenue and long-term growth depends on the introduction of new services - whether for business, home or underway - and that service quality is instrumental to brand loyalty. NexusMETER CEM surfaces the analytic insight built upon our powerful CEM and RPM capabilities. Our CEM and RPM modules keep you in step with the proliferation of technology. CEM allows you to design the experience of the customer through models which span the touch points of your customer. Interactive dashboards present a unified view of the lead and lag indicators related to you customers experience and how that impact follow-on revenue.
The introduction of CEM is critical to the successfully integration and support of processes in your company. A success rollout is dependent on the best practices advice from your solution supplier. Nexus Telecom has designed, implemented and deployed solutions in close co-operation with CSPs for over 15 years. Our goal is to assist you in leverage analytics to build enduring service value to your customers.
Features and Benefits of NexusMETER CEM module
- Customer Experience Indicators (CEIs) intelligently mapped from data spanning a wide variety of relevant sources throughout your organization
- Extensive, insightful out-of-the-box dashboards
- Metric Designer and Dashboard Toolkit available to expand your vantage through the creation of new CEIs
- Web interface which can be tailored to include channel/function specific and shared organizational metrics/dashboards
- Drill down to service quality metrics for individual customers
- Drill down to metrics for individual and shared resources
- Ability to profile and measure the service quality for targeted market segments
- Trending and forecasting to understand the impact of changes to key customer segments
- Flexible real-time alarming capabilities for proactive threshold monitoring
