From Yahoo Finance: 2025-06-17 09:26:00

Carriers are shifting focus to business-level KPIs over technical KPIs for customer experience metrics. Net Promoter Score remains key, but challenges include external factors and survey lag. CEM systems require AI for real-time adjustments. Different metrics, including churn rate, are used to measure experience and predict churn risk.

AI is crucial for real-time analysis in CEM systems. Automation is necessary but can hinder human understanding. GenAI aids in interaction with automated systems. CSPs are more interested in GenAI copilots for support than in replacing human roles. CEM goals for CSPs may be reached in 3-7 years with the evolution of 5G.

5G offers new opportunities for tailored services and customer relationships. 5G Standalone allows for network slicing, enhancing service offerings. Only 38% of carriers have achieved 5G SA, with Southeast Asia leading. 5G SA operators are shifting focus to commercial metrics like Progress Against Competitors and ARPU.

5G SA operators face data challenges in CEM efforts. Increasing complexity and data volume require robust data strategies. GenAI helps derive insights and manage data. CEM systems must handle diverse data formats, process real-time adjustments, and ensure observability for staff. GenAI copilots assist in data analysis and issue resolution.

Explosion of data poses OpEx challenges for CEM systems. Efficiency and sustainability are key considerations. CEM systems must do more with less to avoid becoming budgetary black holes. The evolution of CEM systems in telecom is crucial for enhancing customer experience in the 5G era.

Read more: The state of CEM in telecom