Design of Pre-emptive Customer Experience Management Systems for Mobile Broadband Communications Service Providers

Daniel Delibes Rodriguez () and Penny Hart ()
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Daniel Delibes Rodriguez: University of Portsmouth
Penny Hart: University of Portsmouth

A chapter in Organizational Innovation and Change, 2016, pp 217-228 from Springer

Abstract: Abstract Pre-emptive Customer Experience Management Systems are designed to find out automatically and proactively the problems of the end-users inside MBB CSPs. They analyze their behavior and find end-user related problems before they realize them by themselves. They make end-users feel more satisfied with CSP’s services. On the other hand, CSPs benefit from the satisfaction that these systems are providing to their end-users because they increase their loyalty. This paper explores the concept of the design and the implementation of those systems, what are their benefits for mobile broadband communication providers and how they should be designed and implemented.

Keywords: Mobile broadband; CEM; Customer experience; Loyalty; Retention; Churn; Quality of End-User experience (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-319-22921-8_17

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DOI: 10.1007/978-3-319-22921-8_17

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