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TCS’ Customer Experience Management Framework for Communications Service Providers

TCS’ Customer Experience Management (CEM) Framework empowers CSPs with an integrated platform that helps capture customer feedback across all touch points. We help you map customer pain points to internal processes and key performance indicators (KPIs).

Customer experience (CE) factors captured from the disparate touch points are not aggregated or adequately analyzed in existing enterprise systems. TCS’ CEM Framework measures and monitors customer sentiments across the consumer lifecycle. It helps you evaluate enterprise KPIs to understand if they resonate with client feedback, or if they need to be tweaked to enhance customer experience.

The framework targets two major dimensions of customer experience:

  • Measurement: The solution evaluates all CE factors related to any interaction between a consumer and a service (through employees or systems), and pools the same to calculate a key quality indicator (KQI.
  • Management: Once all the CE factors are identified, the framework comprehensively maps them to associated business processes, helping CSPs zero in on problem areas in customer servicing.

TCS' CEM Framework for CSPs helps telecom operators and media companies across the value chain reap the following benefits:

  • Superior decision-making
  • Enhanced customer satisfaction
  • Increased profitability
  • Reduced operating costs

By partnering with us, you can leverage the following differentiators:

  • Domain expertise
  • Customizable solution
  • Platform agnostic technology
  • Focus on innovation

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