Research On Key Technologies Of Customer Experience Oriented Service Quality Management

With the increasing competition, user experience is becoming one of the core competitiveness of the telecom operators. How to enhance competitiveness and improve customers’loyalty becomes a major concern of operators. Customer experience management which is a tool for operators to maintain unique user experience and to enhance the customer’s emotional loyalty, has become a research hotspot of many standards organizations, academic institutions, and corporate in recent years.This paper first introduces the concept of customer experience and factors could influence it. And then analyzes the collaborators who together to delivery an end-to-end customer experience management across the entire value chain. From the viewpoint of a single provider, the eTOM processes involved in the customer experience management are demonstrated. These work point out the areas of customer experience management. By setting up end-to-end APIs interacting with collaborators from the client layer, business layer to the resource layer, providers could implement end-to-end customer experience management. Paying more attention to the needs of the customer experience in the related business processes, providers can enhance customers’experience with minimal resource costs.This article analyzes the contact points within the customer experience life cycle and designs a set of indicators used to measure the quality of customer experience, which makes customer experience manageable and measurable. It is worthy to understand that the various touch points involving in the intersection of multiple disciplines. Thus the methods used to measure the quality of service indicators on the various touch points are much different from each other. Related indicators of quality are not the same for different business. Especially, a specific service is needed to determine the appropriate indicators and methods of measurement for the in-service domain experience quality metrics.Comprehensive customer experience management is an interdisciplinary problem. As the in-service services of telecom services affect the quality of the customer experience in99%of the time, this article focus on this aspect of the customer experience management, especially focusing on service index weight calculation method.To avoid deficiencies of existing indicators weight methods, this paper proposed a new method to get the index weights of telecommunications services. Using combination of subjective and objective of methods, the method reduced the dependence on experts’ knowledge and experience and solved the problem that the existing objective method is not applicable to reflect the relationship between the indicators and the customer perceived quality.Besides, as existing researches on the perceived quality are mainly based on a specific algorithm as well as a single service, in this paper a solution to evaluate multiple services is given from the point of view of the system application, which can better adapt to current service’s characteristic of rapidly changing.