CAMBRIDGE, Mass., Sept. 29, 2011—Telcos today need customer experience management (CEM) solutions that help them understand all their customers’ individual experiences in real time, but they need to overcome substantial political and technical barriers to achieve this vision, according to the latest report from Heavy Reading Service Provider IT Insider (www.heavyreading.com/servsoftware), a paid research service of Heavy Reading (www.heavyreading.com).
Customer Experience Management Still Needs to Bridge the Chasm....