A customer experience system is a

business Business is the practice of making one's living or making money by producing or Trade, buying and selling Product (business), products (such as goods and Service (economics), services). It is also "any activity or enterprise entered into for pr ...

and operational support system (BSS/OSS) intended to help service providers to improve customer experience. In the past, communications service providers ( wired communication, wireless, broadband cable, satellite) and other companies competed through product differentiation and price points. By 2005 products were increasingly

commoditized In business literature, commoditization is defined as the process by which goods that have economic value and are distinguishable in terms of attributes (uniqueness or brand) end up becoming simple commodities in the eyes of the market or consum ...

and price differences negligible, leaving quality of customer service as the differentiator. (Peppers & Rogers 2005) Customer experience systems are part of service providers' strategies to address this change, as products and prices become increasingly similar. These systems power the front and back office (BSS/OSS) and integrate billing, customer relationship management (CRM), ordering,

self service Self-service is the practice of serving oneself, usually when making purchases. Aside from Automated Teller Machines, which are not limited to banks, and customer-operated supermarket check-out, labor-saving of which has been described as self- ...

, digital content delivery, service fulfillment and assurance, and computer network planning. (Musico 2008) Software companies that sell these applications, including

customer care Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...

and billing vendors, and increasingly

network equipment providers Network equipment providers (NEPs) – sometimes called telecommunications equipment manufacturers (TEMs) – sell products and services to communication service providers such as fixed or mobile operators as well as to enterprise customers. NEP ...

, can be considered providers of customer experience systems when their offerings are appropriately integrated.

Customer opinion

A 2006

Bain and Company Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and non-profit organizations. One of the Big Three management consultancies, Bain & Company was fou ...

report found that 80 percent of executives believed their

company A company, abbreviated as co., is a Legal personality, legal entity representing an association of people, whether Natural person, natural, Legal person, legal or a mixture of both, with a specific objective. Company members share a common p ...

delivered a superior customer experience, but only eight percent of customers said they received one. (Bain 2006) Business Week's Jeneanne Rae says, "Building great consumer experiences is a complex enterprise, involving

strategy Strategy (from Greek στρατηγία ''stratēgia'', "art of troop leader; office of general, command, generalship") is a general plan to achieve one or more long-term or overall goals under conditions of uncertainty. In the sense of the "art ...

, integration of technology, orchestrating business models, brand management and CEO commitment." (Rae 2006)

References

External links

What Is Customer Satisfaction Score (CSAT)?
{{DEFAULTSORT:Customer Experience Systems Customer experience