Telcos Look to CEM to Garner Customer Loyalty and Longevity

"Telco service providers are turning to CEM solutions to manage the increasing demands placed on their networks and to better understand the needs and desires of their users," says Denise Culver, innovation analyst with Heavy Reading Insider and author of the report. "During CEM has ties to customer relationship management, it takes a more holistic view of the customer experience, in substance taking all customer touch points or 'experiences' and transforms it into actionable business intelligence for the telco service provider."

Press/analyst contact:Jennifer BakerMarketing Director, Light Reading Communications Network617-871-1910jbaker@lightreading.com

About Heavy ReadingHeavy Reading is an independent research organization offering deep analysis of emerging telecom trends to network operators, research suppliers, and investors. Its product portfolio includes in-depth reports that address critical at once-generation research and service issues, market trackers that focus on the telecom industry's most critical innovation sectors, exclusive worldwide surveys of network operator decision-makers that identify future purchasing and deployment plans, and a rich array of custom and consulting services that give customers the market intelligence needed to compete successfully in the $4 trillion global telecom industry. As a telecom research arm of the Light Reading Communications Network, Heavy Reading contributes to the only integrated business information platform serving the global communications industry.