| Presentation | 2020-06-26 [Tutorial Invited Lecture] Standardization Trend of Customer Experience Management in TM Forum Norihiro Fukumoto, Sumaru Niida, Tomohiro Otani, |
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| PDF Download Page |  PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | Customer experience optimization became an ever more important element even in the field of communication services with the popularization of customer centricity. To optimize customer experience, service providers need an improvement of the customer experience of the whole customer journey in addition to advance in communication quality. Customer journey experience improvement requires not only quality improvement in each touch point between service providers and their customers, but also customer experience evaluation system for the whole customer journey, improvement method for them, and organization for leveraging them. TM Forum, a standardization organization, has been discussing Customer Experience Management (CEM), models and frameworks for managing customer experience, and CEM maturity model. TM Forum also has been making efforts in documentation of best practices and Proof of Concept (PoC) for efficient operation of them. This lecture provides frameworks they lead Quality of Experience (QoE) measurement and improvement techniques to improvement of the customer experience of the whole customer journey and document reference method which can be used to guide studies on QoE through the introduction of major CEM-related document solution suite GB962 and activities in TM Forum. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | TM Forum / Customer Experience / CEM / Standardization |
| Paper # | CQ2020-19 |
| Date of Issue | 2020-06-18 (CQ) |
| Conference Information | |
| Committee | CQ / CS |
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| Conference Date | 2020/6/25(2days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | Online |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | Optical/Wireless Access and Their Integration, Communication Behavior, QoE and Psychology, Assessment / Measurement / Control / Optimization of Communication Quality, Network Services, Wireless Networks, MIMO/Diversity/Multiplexing Techniques, etc. |
| Chair | Hideyuki Shimonishi(NEC) / Jun Terada(NTT) |
| Vice Chair | Jun Okamoto(NTT) / Takefumi Hiraguri(Nippon Inst. of Tech.) / Daisuke Umehara(Kyoto Inst. of Tech.) |
| Secretary | Jun Okamoto(Doshisha Univ.) / Takefumi Hiraguri(NICT) / Daisuke Umehara(NTT) |
| Assistant | Yoshiaki Nishikawa(NEC) / Takuto Kimura(NTT) / Ryoichi Kataoka(KDDI Research) / Hiroyuki Saito(OKI) / Takahiro Yamaura(Toshiba) |
| Paper Information | |
| Registration To | Technical Committee on Communication Quality / Technical Committee on Communication Systems |
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| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | [Tutorial Invited Lecture] Standardization Trend of Customer Experience Management in TM Forum |
| Sub Title (in English) | |
| Keyword(1) | TM Forum |
| Keyword(2) | Customer Experience |
| Keyword(3) | CEM |
| Keyword(4) | Standardization |
| 1st Author's Name | Norihiro Fukumoto |
| 1st Author's Affiliation | KDDI Research, Inc.(KDDI Research) |
| 2nd Author's Name | Sumaru Niida |
| 2nd Author's Affiliation | KDDI Research, Inc.(KDDI Research) |
| 3rd Author's Name | Tomohiro Otani |
| 3rd Author's Affiliation | KDDI Research, Inc.(KDDI Research) |
| Date | 2020-06-26 |
| Paper # | CQ2020-19 |
| Volume (vol) | vol.120 |
| Number (no) | CQ-76 |
| Page | pp.pp.95-95(CQ), |
| #Pages | 1 |
| Date of Issue | 2020-06-18 (CQ) |