Customer Experience Management for Mobile Is a Billion Dollar Market Opportunity in 2013, Spanning Both Network and IT Domains

Oyster Bay, New York - 25 Feb 2013

Customer Experience Management or CEM is a buzzword these days in mobile. While CEM has been applied across verticals such as financial services, transportation, food and beverage, it’s only recently that CEM has been applied in mobile.

With a growing gap between end-user expectation and carrier service delivery, coupled with eroding trust and customer ownership, the ideas behind CEM become highly relevant, as CEM tries to bridge that gap, giving them the tools necessary to empower them and take decisive actions, as they face increasing competition from over-the-top players.

ABI Research’s report categorizes CEM as an umbrella term that spans multiple domains across network and IT. CEM touches on areas as vast and diverse as customer care, subscriber data management, billing and charging, policy, device management, service assurance, network analytics, and network operations.

The report sizes the CEM opportunity in 2013 at $1.3 billion across the network and IT domains, although roughly 80% of the market is dominated by the IT domain in areas like BSS/OSS, CRM, and SDP.

Aditya Kaul, practice director comments, “The Mobile CEM landscape today is dominated by IT vendors such as HP, Amdocs, and IBM which are leveraging strengths in IT combined with a heavy focus on customer analytics and data mining. However, for CEM to succeed, the network piece including network monitoring, optimization, DPI and policy, has to go hand-in-hand with the IT piece, which is where traditional network vendors come in.” Kaul adds, “Ultimately, CEM only becomes relevant if done end-to-end, with a single point of ownership within the carrier; something like a NASA mission control with a CEM commander at its helm, having multiple views across Network and IT domains.”

These findings are part of ABI Research’s report, ‘Customer Experience Management in Mobile Networks – Role of BSS/OSS, Network Monitoring, and Analytics’ and are included in the Next Generation Optimization, DPI & Policy and Managed Services Research Services.

ABI Research provides in-depth analysis and quantitative forecasting of trends in global connectivity and other emerging technologies. From offices in North America, Europe and Asia, ABI Research’s worldwide team of experts advises thousands of decision makers through 70+ research and advisory services. Est.1990. For more information visit www.abiresearch.com, or call +1.516.624.2500 .

About ABI Research

ABI Research provides strategic guidance to visionaries, delivering actionable intelligence on the transformative technologies that are dramatically reshaping industries, economies, and workforces across the world. ABI Research's global team of analysts publish groundbreaking studies often years ahead of other technology advisory firms, empowering our clients to stay ahead of their markets and their competitors.

ABI Research提供开创性的研究和战略指导,帮助客户了解日新月异的技术。 自1990年以来,我们已与全球数百个领先的技术品牌,尖端公司,具有远见的政府机构以及创新的贸易团体建立了合作关系。 我们帮助客户创造真实的业务成果。

For more information about ABI Research's services, contact us at +1.516.624.2500 in the Americas, +44.203.326.0140 in Europe, +65.6592.0290 in Asia-Pacific or visit www.abiresearch.com.

Contact ABI Research

Media: Interview an Analyst

Media Contacts

Americas: +1.516.624.2542
Europe: +44.(0).203.326.0142
Asia: +65 6950.5670