CEM
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VanillaPlus Insight August / September 2015<br />
CONTENTS<br />
22<br />
TALKING HEADS: NETWORK INTEGRITY IS THE FIRM FOUNDATION<br />
ON WHICH ALL <strong>CEM</strong> IS BUILT<br />
Nakina Systems’ Mary O’Neill tells VanillaPlus that the<br />
integrity of the network is the fundamental basis of <strong>CEM</strong><br />
25 <strong>CEM</strong> ANALYST REPORT<br />
Our specially-commissioned analyst report, authored by<br />
Roz Roseboro, the senior analyst at Heavy Reading<br />
22<br />
TALKING HEADS<br />
Mary O’Neill<br />
35 INTERVIEW<br />
Dr Andy Tiller says CSPs are moving towards an<br />
omni-channel approach to <strong>CEM</strong> and establishing<br />
contextual awareness but use cases are not established<br />
and regulatory barriers exist<br />
38 EXPERT OPINION<br />
CSPs can gain more detailed insight into the customer<br />
experience and accelerated problem resolution, writes<br />
Graham Kunz<br />
40<br />
NETWORK <strong>CEM</strong><br />
50<br />
CSP INTERVIEW<br />
44<br />
<strong>CEM</strong> TOOLS<br />
40 NETWORK <strong>CEM</strong><br />
Jonny Evans says network tools should unlock better<br />
customer experiences<br />
42 EXPERT OPINION<br />
Barry Marron urges CSPs to embrace smarter customer<br />
engagement<br />
44 <strong>CEM</strong> TOOLS<br />
The tools are here, says Nick Booth, what’s needed is<br />
teamwork<br />
46 EXPERT OPINION<br />
CSPs must address the entire customer journey if they are<br />
to become digital service providers, writes Mark Edwards<br />
48 EXPERT OPINION<br />
René Tonon argues that the network is the true path to<br />
differentiation through <strong>CEM</strong><br />
50 CSP INTERVIEW<br />
Colt Technology Services’ David Cox says successful <strong>CEM</strong><br />
goes beyond simply meeting customers’ expectations<br />
51 EXPERT OPINION<br />
Victor Donselaar explains why a blueprint for <strong>CEM</strong> is<br />
necessary<br />
53 EXPERT OPINION<br />
Real-time data is vital for effective VoLTE <strong>CEM</strong>, says<br />
Mikael Grill<br />
54 EXPERT OPINION<br />
Anssi Tauriainen argues for network related end-to-end<br />
service experience analytics<br />
VANILLAPLUS MAGAZINE I AUGUST / SEPTEMBER 2015<br />
21
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