Market Trends: New Customer Experience Initiatives of Leading CSPs, Worldwide, 2012


Archived Published: 16 March 2012 ID: G00228715

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Summary

For the past 10 years communications service providers in mature markets have been working to improve customers' experiences of their services. They are now moving away from fixing broken processes to pursue new initiatives to differentiate themselves. Gartner examines seven of these.

Table of Contents

  • Market Trends
    • Relevant Stages in the Customer Experience Life Cycle
  • The Market Continues to Evolve, Improve and Become More Active
    • Data Quality Improvement — Real-Time Customer Feedback
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Network-Based Loyalty Offers
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Targeted Rate Plan Offers
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Premium Support
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Real-Time Customer Experience Messaging
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Issue Resolution at Point of Sale
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
    • Call Routing Using Personality Matching
      • What It Does
      • How We Know
      • Where We See It
      • What's Next
  • Contrarian View: Only a Slowdown, Not a Reversal
  • Vendors to Watch
  • Conclusions
  • Recommended Reading
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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