The Future of Customer Experience Management

The times call for transformation, nothing less, in the BSS/OSS world. Why? Three key reasons: controlling operational costs, increasing efficiency and increasing the effectiveness of technology and process across business groups and operating units.

MDS relies on these three pillars to frame the challenge facing the BSS/OSS community today. I think it is an accurate frame.

Transformation, by definition, requires the adoption of a different world view, in this case a world view that puts the customer experience unequivocally at the center of the communications service providers’ business endeavors.

BSS/OSS transformation replaces a network-centric world view with a customer-centric world view – ironically, without in any way reducing the importance of technology to the realization of the ultimate goal. The irony is that without top notch technology, a customer-centric model cannot succeed – but nor can it succeed merely by pursuing new or better technology.

Consistent with the three pillars identified above, MDS firmly puts its customer experience management solutions at the center of its strategic initiatives. MDS’ CEM approach is defined in a Solution Center it is sponsoring on B/OSS. The Solution Center is built around three powerful whitepapers:

• Connecting With Business Customers Research
• Unified Communications Services For Business
• Intelligent BSS

The whitepapers are at the center of the Solution Center, but they are supported by four additional MDS content elements. The seven content elements work as a whole to help interested BSS/OSS professionals understand CEM. The four additional elements are:

• A Bill Analyzer data sheet
• An article by MDS CEO Drew Rockwell on “Removing BSS Complexity While Enhancing The Business Customer Experience"
• A paper on Business eBilling and Analytics
• A Customer Management Platform data sheet

MDS’ vision is “for all enterprises to have the capability and flexibility to provide a unified and interactive customer experience, where technology is used to simplify, manage, analyze and differentiate  through exceptional customer experience."

Putting the customer experience first allows the CSP to make all the other critical investment and process decisions within a consistent, logical framework.

If CEM is important to you, do yourself a solid and check out the MDS Solution Center on B/OSS for more detailed information about a topic that is transforming the BSS/OSS profession.