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Customer Experience Management (CEM)

ZTE Launches UniCare CEM

SHENZHEN, China -- ZTE Corporation (“ZTE”) (H share stock code: 0763.HK / A share stock code: 000063.SZ), a publicly-listed global provider of telecommunications equipment, network solutions and mobile devices, has launched a customer lifecycle experience management solution called UniCare CEM that aims to improve telecom operators’ net promoter scores (NPS).

In an environment where information and communication technologies are being constantly integrated and traditional telecom services are becoming saturated, operators are seeing that a customer experience-centric approach is becoming more and more important. Major operators have introduced NPS as a core indicator for measuring customer loyalty, but improving the NPS is an additional challenge.

The ZTE UniCare CEM user lifecycle experience management solution solves this problem by evaluating the factors affecting the NPS and breaking down these factors for each lifecycle stage.

In the purchasing stage of the customer lifecycle, the UniCare CEM solution uses big data technology to define users and subdivide user groups, and takes operators’ service development, terminal development and tariff policy databases into consideration to enable the improvement of product, tariff and terminal strategies.

ZTE Corp. (Shenzhen: 000063; Hong Kong: 0763)

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