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White Papers

Disruptive forces in the global service provider market are creating a greater sense of urgency for assuring a more predictive and positive customer experience, as well as building stronger and more profitable customer relationships.


Customer Experience Makeover—A Practical Approach to Competitively Differentiated Service · more info »
Customer Experience: The Five Essential Facts That Every Company Needs to Know · more info »
Four Key Ingredients for Successful Mobile Services · more info »
Managing the Customer Experience: Apathy or Confusion? · more info »
The 6 Laws of Customer Experience · more info »
The Amdocs Experience Matters 2008 Index · more info »
The Other CEO: In Search of the Customer Experience Officer · more info »
Towards the Perfect Customer Experience · more info »
Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI · more info »
Why Customer Experience Management is Important in Today's Market · more info »
2008 Customer Experience Impact Report · more info »
2010 Air Traveler Consumer Report · more info »
9 Key Plays for CRM Success in 209 and Beyond · more info »
Achieving Service Excellence Across The Enterprise: Leveraging Cross-Enterprise Workflow to Organize Around the Customer · more info »
Amdocs Customer Experience Research: What's Really Happening with Self-Service · more info »
Capitalizing on Customer Feedback · more info »
Consumer Cutbacks: Mobile Broadband Expendable, but Internet is Not · more info »
Cost Effective Contact Center Communications: Improve Operational Efficiency, Reduce Inbound Calls, Build Customer Satisfaction · more info »
Cost-Cutting Insurance for Customer Service: A Guide for Reducing Costs without Sacrificing Customer Loyalty · more info »
Crafting a Persuasive Smart Meter Customer Experience · more info »
Creating Market-Sensing Corporate Cultures Is an Essential CEO-CMO Joint Initiative · more info »
Customer Experience in Telecom · more info »
Customer Experience Makeover: A Practical Approach to Differentiated Service · more info »
Help Desk vs. Service Desk - Which one is Right for you? · more info »
High-quality Internet service delivery for telco providers · more info »
Serving the Uncompromising Customer · more info »
Social CRM Comes of Age · more info »
The Loyalty Model · more info »
The Shepard Letter · more info »
Winning on Service in an Uncertain Economy · more info »
Wireless Telecommunications Services · more info »



Variance in the Tech Experience
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Variance in the Tech Experience
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News & Events
Especially in this economy, customer service matters articles »

Facts & Figures
Total revenue for the telecommunications industry grew by around 10% in 2008 to reach over $1.1 trillion. statistics »

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A global think tank of concerned marketers and key industry experts
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