20 07 2009 - Competition for today's communications service subscriber is intense, Joy King - Director of Marketing and Transformation, CMS - HP discusses new approaches to Customer Experience Management with Guy Daniels of TelecomTV.
The field of service providers has expanded greatly, with many offering a range of voice, data and video services. In vying for customers, service providers are trying to out-do one another through a variety of innovative service and pricing options.
They include:
- wireless' wireline service bundles,
- cable and Internet protocol television (IPTV),
- digital video recording (DVR),
- creative pricing and service packages,
- sophisticated hand-held devices
As a result, consumers have more choice among service providers and options, and they're more demanding as a result. For service providers, this requires a new approach to managing the customer'experience.
Source: TelecomTV
