Design And Implementation Of Customer Experience Management System For Telecommunication Carrier

Customer experience management(CEM)refers to the process of strategic management of the overall experience of customers.It aims to improve customer experience,guide enterprises to analyze and improve every contact point with customers,so as to help enterprises improve customer satisfaction,obtain more customers,and ultimately achieve the purpose of improving visibility and revenue.In recent years,especially for the communication industry with slow development trend and fierce competition,the implementation of CEM theory is of great significance for operators to take market share.The customer experience management system for telecommunication carrier designed in this paper combines the theory of customer experience management and the actual business of the operator and establishes the whole process customer experience management system for the operator,to obtain and manage the user feedback,improve the customer satisfaction and loyalty to the company and ultimately improves the value of the operator.The system selects SOA architecture for design,SSM framework for development.Using the Regression Analysis and Lagrange Interpolation Model to propose the gradual telecom Qo E model,which is called GTQM.Through the analysis of product and telecommunication carrier characteristics,the system requirements are extracted.The system is mainly divided into three views: system authority configuration view,staff view and management view,in which the system authority configuration view includes system authority allocation function;staff view includes four functions: experience index overview of all customers,customer experience index optimization,circuit diagnosis and demand tracking;the management view includes six functions: group evaluation,experience evaluation,single province analysis,360 view,experience early warning,parameter configuration,and a total of eleven functions.The author is mainly responsible for the design and implementation of customer view and management view in the system construction.The results of system test and functional verification show that the user experience management system of a telecom operator meets the functional requirements of beta version.At present,the system has been used in the internal trial of operators.After the system is fully launched,the company's employees will use the system to comprehensively analyze and manage the user experience,bring more intelligent,comprehensive and satisfactory services to customers,and bring rich economic benefits to the company.