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世界のTelcoによるカスタマーエクスペリエンス管理の見通し

Global Telco Customer Experience Management Outlook 2017 - Catering to a Digital Customer

発行 WiseStrokes - Wireless Industry Research Consulting 商品コード 544418
出版日 ページ情報 英文 122 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=107.84円で換算しております。
世界のTelcoによるカスタマーエクスペリエンス管理の見通し Global Telco Customer Experience Management Outlook 2017 - Catering to a Digital Customer
出版日: 2017年08月21日 ページ情報: 英文 122 Pages
概要

当レポートでは、世界のTelco (通信事業者) によるカスタマーエクスペリエンス管理 (CEM) について調査分析し、動向、現状、教訓、ケーススタディなど、体系的な情報を提供しています。

イントロダクション

CEMの動向

  • サマリー
  • データアナリティクス
  • TelcoによるCEMの主な柱
  • オートメーション・AI
  • コラボレーション・パートナーシップ
  • 製品から消費者へ
  • セキュリティ、コントロール、透明性
  • デバイス管理

ロイヤルティ・ライフサイクル・ケア

  • 貢献度の高い顧客を生み出す戦略
  • 顧客ライフサイクル管理・保持戦略
  • カスタマーエクスペリエンス・ケア

デジタル消費者の理解

  • デジタルサービスをフォーカス
  • TelcoのCRMフレームワーク
  • 新製品サービス・展開
  • バンドリングの役割

ハイパーコネクテッド世界におけるカスタマーエクスペリエンス

  • TelcoはUEで苦戦する
  • UEの中心にあるネットワーク品質

関連産業の教訓

  • CEMランキング:産業分野別
    • OTT
    • 銀行
    • 小売

デジタル変換の動向

  • SOC・仮想化の役割
  • IPベースのサービス提供

マルチチャネルCEM

  • 実店舗以上
  • オムニチャネルCEM
  • ビデオ通話・ボットの成長

ソーシャルメディアの活用

  • ソーシャルメディアの重要性
  • マルチプラットフォームのアプローチ

地域の動向

  • 北米
  • 南米
  • アフリカ
  • 中東
  • 欧州
  • アジア太平洋地域

ベンダーケーススタディ

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

提言

目次

This research report is a comprehensive guide through the complex world of telco customer experience management. It looks at emerging trends in the industry and considers key growth opportunities for telcos to differentiate themselves in this hyper connected world. The report breaks down CEM into various components such as quality of service, customer care and the development of new features and services. The report provides insights into the CEM strategies of various telcos and looks at trending topics such as the growing role played by automation and AI. Along with this the report also highlights some churn management strategies as it is an integral part of the CEM strategy for telcos. The report looks both at the service side as well as the network side of the CEM process. Along with this, the report also contains detailed case studies of vendors working in different aspects of CEM. The report provides global analysis but also provides recommendations on localizing global solutions.

Key Features:

  • A Primer for telco CEM - Highlights the primary attributes that comprise a good customer experience management strategy. CEM covers a wide remit and telcos must use their resources efficiently to improve the right component of their CEM strategy.
  • Top trends in CEM - Insights into the main trends that are transforming CEM such as automation, AI, bots, omni channel communications and social media.
  • In depth regional coverage - Analyzes the varying degrees of customer experience management implemented by telcos in different regions by providing qualitative and quantitative insights of the region.
  • Localizing global case studies - Highlights 16 case studies of exceptional telcos that have been early movers in the industry and also provide a local understanding of the global case studies.
  • 28 Case Studies - A detailed look at 28 key players in the market across the telco and vendor space to understand the market challenge and how their proposition helped them improve the CEM strategy.
  • Leveraging telco strengths - recommendations on the steps that telcos need to take in order to become significant players in the industry based on tools that are already at their disposal.
  • Identifying crucial customer touch points - Analysis of the key areas that telcos need to improve their interaction with the customer. It also looks at how internet based services are transforming the customer touch points.
  • Vendor Insights - Lists out the key vendors doing a variety of things in CEM, and provides their strengths and outlook.

Table of Contents

Introduction

  • Summary
  • Customer Experience Management Triad
  • Customer Touch Points

Trends in CEM

  • Summary
  • Data Analytics
  • The Key Pillars of Telco CEM
  • Automation & AI
  • Collaboration & Partnerships
  • From Product to Consumer
  • Security, Control & Transparency
  • Device Management

Loyalty, Lifecycle & Care

  • Strategies to Create a Loyal Customer Base
  • Customer life cycle management & retention strategies
  • Customer Experience & Care

Understanding the Digital Consumer

  • Digital Services Focus
  • Telco CRM Framework
  • New Product Service & Deployment
  • Role of Bundling

Customer Experience in Hyper Connected World

  • Telcos struggle in UE
  • Network quality at the core of UE

Learning from Ancillary Industries

  • CEM Ranking by Industry
  • OTT
  • Banking
  • Retail

Digital Transformation Trends

  • Role of SOC & Virtualization
  • IP based service delivery

Multichannel CEM

  • Beyond Brick and Mortar
  • Omni Channel CEM
  • Growth of video calling & bots

Leveraging Social Media

  • Importance of Social Media
  • Multi platform approach

Regional Trends

  • North America
  • T-Mobile: Customer Focused Growth
  • Liberty Global: Virtual Customer Care Center
  • South America
  • Digicel: Leveraging Contact Centers
  • Africa
  • Econet: Partner to upgrade CEM
  • MTN Ghana: Network and Retail Strategy
  • MTN South Africa: Network based growth

Middle East

  • Etisalat: Strengthening Web Presence
  • Zain: Connecting the Network & Consumer

Europe

  • Telenet: Smart Use of Video to Convey Value
  • Telefonica: End to End Digitalization
  • Vodafone: B2B Customer Care
  • TalkTalk: Experiments in IVR
  • O2: Contact Reduction through IP

Asia-Pacific

  • Globe Telecom: Bot based Strategy
  • Bharti Airtel: Huge Investments in Customer Care
  • Singtel: Omni Approach to Customer Care

Vendor Case Studies

  • Nuance
  • mPhasis
  • Tieto
  • Wipro
  • Tech Mahindra
  • IBM
  • Huawei
  • ChatterPlug
  • ClickFox
  • InMoment
  • Aegis
  • ResponseTek

Recommendations

List of Charts

  • Chart 1: CEM Triad
  • Chart 2: Customer Touchpoints
  • Chart 3: The Key Pillars for Telco CEM
  • Chart 4: Customer Lifecycle
  • Chart 4: Customer Lifecycle
  • Chart 6: Telco CRM Framework
  • Chart 7: New product and service deployment
  • Chart 8: Role of bundling
  • Chart 9: Maturity of various CEM channels
  • Chart 10: Key Components in Multi Platform Approach

List of Tables

  • Table 1: CEM Ranking
  • Table 2: OTT CEM
  • Table 2: OTT CEM
  • Table 4: Retail CEM