See also "Customer Experience Management: Operator Strategies and Purchase Horizons" - here.
"The analysis shows that CEM is strongly identified with network operations. Furthermore, operators still see CEM a means to help subscribers resolve or avoid service performance issues. As such, the survey conductors encourage CEM solution providers to promote the adaption of a CEM solution with other major operator agendas, such as OSS optimization".
"Taken as a whole, CEM vendors are being challenged to better educate operators about how effectively implemented CEM solutions can mitigate some of these conflicts”.
See "Operators rank Nokia Siemens Networks #1 in Customer Experience Management" - here.