A poll commissioned by Alcatel-Lucent regarding customer experience management (CEM) found that CEM is being viewed as an opportunity for differentiation, as a common measure of customer satisfaction metrics,and  as a way to answer customer queries and to resolve problems in a timely fashion. However, barriers to CEM implementation remain. When asked to comment on potential barriers to implementing CEM, more than half of those managers polled listed difficulty in securing cross-organizational cooperation, and almost half of respondents saw poor data quality as the second barrier.

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Monday–May 17

Zaslav on Top With AT&T-Discovery Merger

Discovery CEO David Zaslav has spent the last 15 years building a factual content empire, but a $43 billion merger with WarnerMedia will soon have him overseeing a dynasty with more than 20 traditional cable networks, two young streaming services, and probably a partridge and a pear tree.

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