Analyst firm OVUM: customer experience is a key part of OSS BSS success

Clare McCarthy, Practice Leader Telco Operations, at IT and Telecommunications analysts Ovum, says operators must place more emphasis on improving the customer experience for consumer, wholesale and enterprise customer bases.

Interviewed at a recent Ericsson OSS/BSS Summit in Budapest, Hungary, she says the first 30 days after a customer joins is crucial to influencing their views over the duration of the contract period.

http://www.ericsson.com/news/121204-analyst-firm-ovum-customer-experience-is-a-key-part-of-oss-bss-success_244159017_c