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Design of Pre-emptive Customer Experience Management Systems for Mobile Broadband Communications Service Providers

In: Organizational Innovation and Change

Author

Listed:
  • Daniel Delibes Rodriguez

    (University of Portsmouth)

  • Penny Hart

    (University of Portsmouth)

Abstract

Pre-emptive Customer Experience Management Systems are designed to find out automatically and proactively the problems of the end-users inside MBB CSPs. They analyze their behavior and find end-user related problems before they realize them by themselves. They make end-users feel more satisfied with CSP’s services. On the other hand, CSPs benefit from the satisfaction that these systems are providing to their end-users because they increase their loyalty. This paper explores the concept of the design and the implementation of those systems, what are their benefits for mobile broadband communication providers and how they should be designed and implemented.

Suggested Citation

  • Daniel Delibes Rodriguez & Penny Hart, 2016. "Design of Pre-emptive Customer Experience Management Systems for Mobile Broadband Communications Service Providers," Lecture Notes in Information Systems and Organization, in: Cecilia Rossignoli & Mauro Gatti & Rocco Agrifoglio (ed.), Organizational Innovation and Change, edition 1, pages 217-228, Springer.
    • Handle: RePEc:spr:lnichp:978-3-319-22921-8_17
    DOI: 10.1007/978-3-319-22921-8_17
    as

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