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Market Research Report

CX & CRM Innovation: Best Practice Cases Review

Published by Mobile Market Development Ltd Product code 919845
Published Content info 33 Pages
Delivery time: 1-2 business days
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CX & CRM Innovation: Best Practice Cases Review
Published: December 23, 2019 Content info: 33 Pages
Description

Key Infographic

Introduction

The provision of excellent customer experience (CX) has become an important differentiator for MNOs operating in saturated and highly competitive markets. An important part of providing an excellent customer experience is effective CRM that streamlines the delivery of services while providing MNOs with valuable data on customer behaviours and expectations.

This report provides an overview of best practice in providing a good CX and developments in capabilities of CRM with the use of, e.g. machine Learning (ML) and artificial intelligence (AI).

Three i3

Companies: AT&T, Cricket, KDDI, Dialog Axiata, Globe, MTN Cameroon, Safaricom, Swisscom, Nokia, Google, IPsoft, Salesforce, Cogita, Amdocs, Adobe, Accenture, Vodafone, Cloudera, Telegram, Facebook Messenger, Telkom Kenya, Adobe Sensei, Adobe Cloud.

Countries: Cameroon, Sri Lanka, Japan, Kenya, Phillipines, Switzerland, US, Nigeria, South Africa.

Table of Contents

Table of Contents

1. Overview

  • 1.1. Key Infographic
  • 1.2. Introduction
  • 1.3. Three i3

2. Background and Content

  • 2.1. Background to the Report
  • 2.2. Report Content
  • 2.3. Currency and Conversions
  • 2.4. Further Questions and Feedback

3. Developments in CX and CRM

  • 3.1. Introduction
  • 3.2. Customer Experience (CX)
  • 3.3. CRM and Developments in AI
    • 3.3.1. Data Analysis
    • 3.3.2. Deep Learning
    • 3.3.3. Recognition of Human Emotions

4. Creating Customer Centricity

  • 4.1. Introduction
  • 4.2. MTN Cameroon - Changing Culture
  • 4.3. Globe - Improving CX and Use of ML/AI
    • 4.3.1. Globe and AI.
  • 4.4. Cricket - A US MVNO Improving CX

5. Impact of ML/AI on CX & CRM

  • 5.1. Introduction
  • 5.2. Safaricom - Tracking Customer Experience
  • 5.3. Dialog Axiata - Predicting Customer Behaviour
  • 5.4. Swisscom - AI in CRM/Marketing
  • 5.5. KDDI - AI - Network Performance Assurance

6. Conclusions

  • 6.1. Key Findings
  • 6.2. Conclusions

7. Recommendations

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