Leverage Real-Time Device, Service, Experience, and Network Analytics to Transform your Customer Service Strategy
The past year has seen the intersection between Customer Experience Management, customer service and real-time analytics. However, this has not yet resulted in dramatic improvements in customer service – most CEM initiatives are siloed and have not yet reached the device level.
In addition, a vast quantity of network and service management data continues to be under-utilised. This webinar will discuss:
• How to drive down customer support costs by leveraging experience analytics captured on the device.
• How to empower better CEM through an integrated dashboard with a unified view into network, service and device status, service usage data, location information and vendor statistics.
Speaker: Tom Lybarger, Assistant Vice President, Aricent
Tom Lybarger has over 25 years experience in delivering advanced OSS and BSS solutions with a focus on evolving technologies, services, and their impact on processes and operations environments. Tom works with Communications Service Providers around the world to define efficient and effective operations environments beginning with organisations and processes; extending to innovative solutions to improve efficiency and automation while also improving customer satisfaction. His experience began with careers at AT&T and Lucent Technologies, specializing in Service Assurance and Fulfillment applications and solutions, and has considerable knowledge of BSS as well. Most recently he has focused on the challenges and problems facing service providers attempting to improve revenues and customer loyalty through managing service quality and customer experience.
Host: Keith Dyer, Editor, Mobile Europe
Original Date: 4pm BST, Tuesday 12 June, 2012.