Customer Experience Management: Perceptions, Readiness & Deployments

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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!

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