Motive Customer Experience Management (CEM) Infographic

1

COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Today’s challenge for service providers is to enable the latest smartphones, laptops and tablets with the connectivity needed to make them work. From provisioning to activation to troubleshooting, connecting users and devices to services and apps is getting ever more challenging. So how do providers make technology use easy as well as fast, reliable and ubiquitous?

Everyone gets the most out of technology with Motive Customer Experience Management (CEM)

2


98% consumers rank customer experience among top 3 factors when deciding whether or not to do business with a company

Consumers take network access for granted – but beyond this how do service providers deliver the best technology experience possible?

3


MASSIVE CAPACITY CHALLENGE

4


Poor customer experience

In the era of the invisible network, users just want to know that it works. And you only hear from dissatisfied customers when it’s too late.

of customer churn takes place because customers feel poorly treated

for each customer that complains, 26 others remain silent

of complaining customers will remain loyal to you if problems are resolved instantly

9 number of people a

dissatisfied customertells about a poorexperience

to 1 5

68% 26 95%

means more churn than ever

5


GAIN HIGHER THROUGHPUT BY REDUCING INTERFERENCE

BEFORE AFTER

Users close to the radio enjoy a better experience to those at the edge as inter-cell interference causes drops in performance. But using certain techniques, operators can reduce interference dramatically and improve the user experience.

Motive CEM helps you cover all the bases With Motive CEM solutions, providers can automate care, service, network, proactive troubleshooting and IT-critical operations and leverage unmatched data analysis to ensure everyone gets the most out of technology.

1 one call to a helpdesk

increases churn 1.6x

and erases a month’s

profit

.6x

6


For more information, please visit www.alcatel-lucent.com/motive

References: Whitehouse Office of Consumer Affairs, Walker Info, Alcatel-Lucent, Kissmetrics, TARP, Lee Resource Inc.

www.alcatel-lucent.com Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners.The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright © 2015 Alcatel-Lucent. All rights reserved.

Motive CEM software solutions are purpose-built for cloud, mobile and fixed environments.

By 2020 customer experience will overtake price and product as the key brand differentiator.

Technology

Motive Customer Experience Management (CEM) Infographic