Customer Experience Management (CEM)

ETL Engine

Modern operators are increasingly focused on the needs of their customers, and with the escalating complexity of huge volumes of data in the telecom industry, it becomes challenging to concentrate on each and every individual. Cardinality realizes the customer-operator relationship as an asset, and focuses on Customer Experience Management to give the best user experience. The application exemplifies the customer journey, mapping across various networks and services, but ensures it abides by the subscriber privacy policy.

Improving customer experience and loyalty are key for driving down churn and reducing the volume of calls in to customer care, and maximising profit.

It is easy to monitor, respond and track every important moment along the customer journey with valuable customer feedback through this application. The process is completed by collecting customer data from all possible touchpoints, through powerful text analysis and predictive intelligence, identifying key drivers of customer experience and following up with customers with close-the-loop feedback.

To utilize this massive amount of information, an effective and modern customer experience management tool is required. Cardinality provides that platform and channelizes the data for meaningful answers to questions raised by service operations and customer care centres in order to optimize the telco customer experience.

Managing the customer experience and understanding the customers’ journey is crucial for building a brand, gaining loyalty, advocacy and retention. The application uses a system which leverages a common framework for maximum reusability and extensibility.

Customer Experience Management in action

Key Features

  • Decision-making. Targeted Marketing campaigns and service packaging driving increases in operator revenues.
  • Improves customer satisfaction. This is turn helps gain loyalty and decrease churn rate. Results in increased profitability.
  • Helps understand customer behaviour and their needs.
  • Focus on priority areas for investment and eliminate over-investment or trivial expenses.
  • Maintain focus on high revenue generating areas. This avoids high impacting outages and helps balance investing in low priority areas.
  • Closely monitor customer experience issues and take action immediately, before complaints are made.
  • Reduce customer care interactions and thereby driving down costs.