Here are some pain points that underscores critical deficiencies in the way carriers measure, optimize and leverage customer experience to drive loyalty, improve brand value and increase business performance and growth:
* Poor use of customer interactions to collect insights and intelligence or maximize up-sell and advocacy opportunities (ie. femtocells or repeaters).
* Lack of Internet processes and systems to track online word of mouth and drive customer advocacy.
* Slow processes for monitoring of wireless coverage experience that fails to provide true and timely insights into problems and opportunities.