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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Thursday–December 12

Women’s World Cup Could be Going to a Streamer

The U.S. rights to the 2027 and 2031 FIFA Women’s World Cups are up in the air, and it could be headed to a streaming service. Puck ’s John Ourand reports that FIFA told companies

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