Why Asian Operators Need to Embrace CE Management in 2015 to Boost Loyalty and Reduce Churn

Mobile network operators across Asia have been urged today to make 2015 the year of CEM (Customer Experience Management) adoption as they continue their fight for the retention of customers and improvements in ARPU.

The call came from Taiwan – where SpatialBuzz Head of Sales, James Yeh, is seeing mobile operators looking to improve how they look after the needs and demands of their customers. Yeh, whose previous roles in the region include developing markets for companies including McAfee, F5 Networks, Juniper Networks and Cisco Systems, sees 2015 as a critical year ahead for the region.

“Asian customers are hungry for the latest devices, the latest apps and a superfast service - they don’t really want to know about what bandwidth it takes for them to get delivery wherever they are,” said Yeh.

“It is this environment that means that operators must adopt the very latest CEM techniques in order to keep these customers informed and engaged about how the network is performing. By involving the customer, they not only provide a more satisfied experience but they have an “army” of users out in the field who effectively become part of the network management without really even realising it!”

Yeh’s appeal to operators comes shortly after SpatialBuzz received another industry award for its exceptional achievements in customer relationship management. Earlier this month the company was honoured for a second time at the Telecoms.com Awards as the winner of the CEM accolade, for the deployment of its innovative Live Check solution with Telefónica Germany.

The SpatialBuzz solution delivers a unique, real-time and location-based customer perspective on user experience, while helping to manage customer expectations about the network – delivering cost reductions and impacting customer satisfaction in a positive manner, a combination rarely achieved in the industry.