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Work item:
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E.831 (ex E.CEMI)
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Subject/title:
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Customer experience management index for popular services in operators' network to score service quality that customer experience in terms of key network performance parameters
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Status:
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Not approved [Issued from previous study period]
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Approval process:
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AAP
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Type of work item:
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Recommendation
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Version:
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New
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Equivalent number:
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-
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Timing:
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-
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Liaison:
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-
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Supporting members:
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-
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Summary:
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This recommendation highlights the need for scoring mechanism for services, which customers interact in a high volume, in order to understand overall service quality in a holistic point of view.
Customer experience management (CEM) depends on understanding multiple technical and non-technical (billing, fault repair, customer complaint resolution, etc.) aspects of customer's experience while s/he interacts with services. However, in communication network/service provider context, the network is the primary continuous contact-point from which most important insights of customer experience can be grasped. To manage customer experience better, monitoring hard-network related parameters (network delay, network utilization, etc.) is not enough at today's customer and service oriented world. Service-level view is crucial for CEM. There are many performance parameters to detect impairments in service quality but communication network/service providers need high level way of summarizing of service quality to understand customer's experience in its organization. This can be achieved by an index mechanism through establishing a correlation between key network performance parameters taking their influence on the service into consideration.
Therefore, this recommendation provides a framework for generation of CEM Index per popular services of communication network/service providers based on key network performance parameters to obtain a score summarizing each customer's experience from related services in a high level way.
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Comment:
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-
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Reference(s):
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Historic references:
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Contact(s):
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| ITU-T A.5 justification(s): |
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First registration in the WP:
2016-07-12 14:06:55
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Last update:
2018-05-16 14:32:27
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