Customer Experience Management

Turn deep insight into targeted actions that improve the customer experience and drive loyalty and profitability.

Customer experience matters more than ever. Over 80% of operators named “improved customer experience” as their top priority in the Nokia Siemens Networks 2010 Business Evolution Study.

Customer experience management is about driving loyalty, efficiency and revenue streams. For your subscribers, it is the key to a much more immediate, relevant and personalized customer experience.

The extensive customer data from across your organization is vital to understand and predict your customers’ expectations, behavior and value.

The question is how to turn this data into deep insight that drives targeted and profitable action.

We’ll give you a holistic, real-time view of your subscribers using data extracted and correlated from multiple sources – the network, the service, the device, the usage, the subscriber and the customer experience.

This data is a goldmine of information. You can use it to correlate the perceived experience (what the customer feels) with the actual experience (what the network sees) and the impact of the experience on your business – enabling you to prioritize your most business-critical actions.

What can Nokia Siemens Networks offer?

Nokia Siemens Networks is one of the world’s leading CEM vendors with a wide offering that brings together pre-integrated software and related professional services across the network, IT and the entire customer lifecycle. No one else provides deeper insight into the factors affecting customer experience and the targeted actions needed to improve it.

Operators across the globe are already using our CEM tools to improve their customers’ experience. Learn more about three of them:

The latest Nokia Siemens Networks CEM innovation, CEM on Demand, provides an innovative user-friendly online portal that makes it easier than ever to manage your customer’s experience.  With CEM on Demand, you can access and share information across your entire organization from operations to marketing to customer care.

Best-practice content packs, which incorporate the knowledge and experience gained in hundreds of customer cases, are the cornerstone of CEM on Demand. 

The content packs are software-generated packages of customer-centric reports, dashboards, based on preselected customer experience key performance indicators, and actions for improving the customer experience. For instance, with CEM on Demand your marketing department can follow the uptake of new campaigns in real time, or operations can follow service quality by area, segment, or even down to an individual subscriber.

By selecting the content packs that are most relevant for your organization, you can take a phased and manageable approach to introducing and achieving value from CEM across the organization.

A modular architecture and proven software solutions are the foundation of CEM on Demand. Designed to handle real-time data, processes and actions, these solutions ensure high quality and seamless flow of data.

And to best fit your specific business needs, CEM on Demand is available onsite, as a service, or as a complete managed service delivery.

See how CEM on Demand helps to improve the customer experience:

Talk about Nokia Siemens Networks’ news at http://blogs.nokiasiemensnetworks.com and discuss customer experience on Twitter #CSPCX or Linked in Telco Customer Experience group.