Customer Experience Management (CEM)

Customer Experience Management (CEM) has become central to the role of operators as they focus on delivering an optimal quality of experience. A good customer experience is pivotal for retaining customers and attracting new ones, and the single most important asset for growing your business and increasing profitability.

The Now Factory’s next-generation CEM is a giant step forward. Traditional CEM solutions are ill-equipped to deal with the new world of mobile services. They only look at data from the perspective of the network and the impact of volume growth. The Now Factory does this and much more.

By integrating views of the customer and the network, we give you a more holistic view of what’s going on in the network and its impact on the user experience. We give you visibility beyond mobile volume and down into the finer details of diverse user experiences. Your customers demand seamless access to movies, music, games and new ways of communicating. They want highly personalised services, anytime and anywhere, delivered over faster networks to increasingly sophisticated, always-on smartphones.

We provide the industry’s most accurate measurement of the customer experience, revolutionisng the way you can manage your mobile network. Our deep understanding of the mobile network allows you to capture insights from all elements of a complex ecosystem.

Our leading-edge CEM solution enables you to differentiate through quality of service and achieve greater customer engagement. By reducing the risk of churn and network operating costs, our CEM solutions play an integral part in helping you secure a profitable future in a fast-changing market.