Globe Gets Customer-Centric

9:25 AM -- Further evidence that customer experience management (CEM) is moving up the agenda within communications service providers (CSPs) comes from the Philippines, where Globe Telecom Inc. has announced a US$790 million mobile network and IT modernization program.

Huawei Technologies Co. Ltd. is the lead partner for the network upgrade, which will boost capacity, cut operating costs and get Globe Long Term Evolution (LTE)-ready, while Amdocs Ltd. (NYSE: DOX) is its key IT transformation partner.

Globe intends to spend $90 million of its modernization budget on its new Service Provider Information Technology (SPIT) systems, stating in a press release that the IT transformation program "is centered on enhancing business support systems to improve customer experience, strengthen Globe's product design & development capabilities, and reduce total cost of ownership."

The carrier notes that "significant improvements in customer experience are expected once the new system is implemented. Some of the envisioned results are faster response time to customer queries and service requests by Globe Stores and call centers through integrated front-end applications, quicker time-to-market for new products, timely customer loyalty offers enabled by enhancements in customer segmentation and usage monitoring."

And the operator's president and CEO makes it quite clear what the key objective is: "Our network and IT modernization programs are key initiatives in transforming Globe into a customer-centric company, differentiated by superior customer experience," states Ernest Cu.

It couldn't be clearer: A greater focus on boosting customer experience is becoming increasingly evident among the world's CSPs. (See Time for a New Experience, Bharti Airtel Picks NSN's CEM and Mgmt World: StarHub's Data Experience.)

It's unlikely, though, that any two operators will go the same way about achieving their CEM strategies and it's clear that operators have a lot of day-to-day operational issues they need to sort out at the same time as implementing new technologies and processes if they're to achieve their goals. (See Turf Wars Threaten Telco CEM Initiatives.)

All of which spells good news for the vendors that not only have the SPIT systems and partners to meet the CSPs' requirements, but also have the professional services capabilities to help those CSPs figure out just what they should do and then help them implement those plans too.

— Ray Le Maistre, International Managing Editor, Light Reading

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