Design of Pre-emptive Customer Experience Management Systems for Mobile Broadband Communications Service Providers

Conference paper
Part of the Lecture Notes in Information Systems and Organisation book series (LNISO, volume 13)

Abstract

Pre-emptive Customer Experience Management Systems are designed to find out automatically and proactively the problems of the end-users inside MBB CSPs. They analyze their behavior and find end-user related problems before they realize them by themselves. They make end-users feel more satisfied with CSP’s services. On the other hand, CSPs benefit from the satisfaction that these systems are providing to their end-users because they increase their loyalty. This paper explores the concept of the design and the implementation of those systems, what are their benefits for mobile broadband communication providers and how they should be designed and implemented.

Keywords

Mobile broadband CEM Customer experience Loyalty Retention Churn Quality of End-User experience 

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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.School of ComputingUniversity of PortsmouthPortsmouthUK

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