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.

The Daily


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