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Capgemini: Carriers need to work issued in CEM build out

ORLANDO, Fla. – Big data, competition with over-the-top players and the impact of the explosion in smart devices are big topics in the telecommunications sector, and carriers should consider them when building their customer relationship strategy, according to Al Kurtze, business development executive at Capgemini.

The whole area of customer experience is one that all of the carriers have been exploring,” said Kurtze in a video interview to RCR Wireless News, during TM Forum Management World Americas (check out all pieces and see our videos). “You have to both manage it from both the input sidethings like social media, monitoring what goes on at call centers and combine that with all of the Web stuff. Then you have to get it so that it interacts with the infrastructure of the carrier itself. It’s a very complicated area,” he said.

To address the new needs of customer experience management (CEM), carriers should look at their IT organization. When asked about what should be on the agendas of carrier CIOs, Kurtze said that guaranteeing operating network efficiency is key. “Understanding where you need to add capacity, where you are at capacity and moving it around, and new technologies are going to be more and more challenging,” he said. “The other thing is getting actual information out of the big volumes of data from both customer use and network use.”

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Roberta Prescott
Roberta Prescott
Editor, [email protected] Roberta Prescott is responsible for Latin America reporting news and analysis, interviewing key stakeholders. Roberta has worked as an IT and telecommunication journalist since March 2005, when she started as a reporter with InformationWeek Brasil magazine and its website IT Web. In July 2006, Prescott was promoted to be the editor-in-chief, and, beyond the magazine and website, was in charge for all ICT products, such as IT events and CIO awards. In mid-2010, she was promoted to the position of executive editor, with responsibility for all the editorial products and content of IT Mídia. Prescott has worked as a journalist since 1998 and has three journalism prizes. In 2009, she won, along with InformationWeek Brasil team, the press prize 11th Prêmio Imprensa Embratel. In 2008, she won the 7th Unisys Journalism Prize and in 2006 was the editor-in-chief when InformationWeek Brasil won the 20th media award Prêmio Veículos de Comunicação. She graduated in Journalism by the Pontifícia Universidade Católica de Campinas, has done specialization in journalism at the Universidad de Navarra (Spain, 2003) and Master in Journalism at IICS – Universidad de Navarra (Brazil, 2010) and MBA – Executive Education at the Getulio Vargas Foundation.