CEM (Customer Experience Management) is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM have three environment, include :

  1. Customer Care (Proactive / Reactive Care)
    - Focus on Customer Quality of Experience
    - Provides Customer Care with visibility into  the quality of experience of individual customers
    - Front/desk Level1 agents : synthetic dashboard to view the  Customer QoE & troubleshoot common issues
    - Level 2&3 : detailed visibility into used services quality and associated network resources performance
    - Eases the drill down from customer affected issues, to services and technical cause

  2. Customer Experience Lifecycle Management
  3. Churn Management