Sponsors: Alcatel-Lucent
Moderator: Caroline Chappell, Senior Analyst, Heavy Reading
Featured Speaker: Greg Owens, Director, Customer Experience Solutions Marketing, Alcatel-Lucent
Date: Tuesday, September 25, 2012
Time: 11:00 a.m. New York / 4:00 p.m. London
Overview:
As telecommunications customers become more fickle and subscriber growth more difficult, service providers are focusing their efforts on providing a superior customer experience as a key means of attracting and retaining customers.

Customer experience management (CEM) is a broad topic, with many facets, and service providers are approaching CEM from different starting points. This webinar will provide research results from CEM decision-makers from within the service provider community. The study garnered insights into service provider thinking and plans regarding CEM and examined the most important factors influencing CEM investments, critical functions for CEM-driven differentiation, attitudes toward CEM-related metrics and the drivers (and barriers) for CEM deployments.

This research was completed through a joint study between Light Reading and Alcatel-Lucent’s Market and Consumer Insight team, which investigates links between consumer behavior and market and technological trends to help Alcatel-Lucent and its clients make more informed and effective business decisions.

*This is a custom webinar.

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