European telecommunications companies are moving away from price-based competition to create unique identities in the market, and they’re embracing Customer Experience Management (CEM) as a key differentiator. But, according to a new survey released by Comarch, there are major differences between where the companies are today and where they would like to be in the future.
Though the majority of telecoms claim their companies place CEM at the heart of their operations, 43% of them have no integrated CEM program in place and 23.5% have....