nsn lr march 29 slides final v2
TRANSCRIPT
Customer Experience Management: Perceptions, Readiness & Deployments
A Light Reading Webinar
Sponsored by
Welcome to Today's Light Reading Webinar
Participate in the webinar: Ask questions, share
feedback via the survey, and access the Information
panel.
Personalize your experience: Click the buttons at
the bottom of your screen to open supporting content
and user tools at your own convenience.
Technical Issues: Ask the support team for live
assistance in the ask-a-question window.
Enjoy the webinar and thank you for viewing!
Today’s Presenters
Alex Hawker Global Head of Sales,
Business Solutions,
Nokia Siemens Networks
Sarah Wallace Analyst
Heavy Reading
About This Webinar
This webinar is intended for operators who are looking to and
considering customer experience management (CEM) to improve
their subscribers’ end-to-end experience and improve overall
customer satisfaction. This webinar will discuss:
The results of a recent CEM benchmark study conducted by
Light Reading and Nokia Siemens Networks
How these results convey operators’ perceptions, deployment
plans and readiness for CEM
Examples of how operators can attain integrated, end-to-end
CEM that enables a real-time customer experience
Perceptions
How would you describe your company’s level of understanding of customer
experience management (CEM)
N= 184
What is your company’s top priority for implementing CEM?
N= 181
Which delivery model do you prefer for CEM?
N= 186
Deployment
What is your company’s current investment in CEM?
N= 186
When do you expect your company to fully implement its CEM initiatives?
N= 182
How important is CEM to your company’s five-year business plan?
N= 185
What impact will CEM have on your company’s five-year capex and opex plan?
N= 181
Readiness
Final CEM Readiness Assessment Rating
N= 187
Q&A Session
Sarah Wallace Analyst
Heavy Reading
Alex Hawker Global Head of Sales,
Business Solutions,
Nokia Siemens Networks
Thank you for attending!
Upcoming Light Reading Webinars
www.lightreading.com/webinars.asp