1. Table of Contents
2. Project Overview / Executive Summary
| Mission | To help service providers to create a better customer experience by becoming more intelligent, open, flexible, autonomic and secure, providing hyper-personalized experiences to increase revenues, reduce costs and offer new services across the digital ecosystem. We will do this by continuing to update the current CEM 2025 guidebook which contains new standards and best practices for delivering customer experience in a data-driven AI world. It is our aspiration to also have a newly updated Customer Experience Maturity Model which is fully aligned to the DMM allowing CSPs to use an industry agreed methodology to deep dive into their CEM transformation and understand they key steps they need to take to be successful with their transformation. |
|---|---|
| Value | To help service providers to create a better B2B and B2C experience by delivering trust through managed, open and secure AI to reduce customer churn and increase revenue through new hyper-personalized services and customer experiences. |
| Strategy | We will do this by updating the CEM 2025 guidebook which contains new standards and best practices for delivering customer experience in a data-driven AI world. It is our aspiration to also have a newly updated Customer Experience Maturity Model which is fully aligned to the DMM allowing CSPs to use an industry agreed methodology to deep dive into their CEM transformation and understand they key steps they need to take to be successful with their transformation. |
3. Participants
This section identifies the project team members.
* indicates that this is a required field or role.
| Role | Name* | Company* | Confluence “@” mention | Comments |
|---|---|---|---|---|
| Project Team Lead* | Arnold Buddenberg | Orange | ||
| Project Team Lead - Backup | Abinash Vishwakarma | Netcracker Technology | ||
| Subject Matter Expert | ||||
| TM Forum Theme & Product Owner | Aaron Boasman-Patel | TM Forum | ||
| Collaboration Manager | Jan Lowdon | TM Forum | ||
| Project Team Members | Rohit Batra | Salesforce | ||
Mabel Castano | Salesforce | |||
Derek Chen | PCCW Solutions | |||
Antonio Cuadra-Sanchez | Indra | |||
Norihiro Fukumoto | KDDI Research, Inc. | |||
Abel Hernadez Rios | Salesforce | |||
Jonathan Hopkinson | Huawei Technologies | |||
Shankar Kasturirangan | Bell Labs Consulting - Nokia | |||
Adolfo Magan | Salesforce | |||
Paul Morrissey | Bolgia Ten Limited | |||
Harish Kumar N | Excelacom, Inc. | |||
Abhi Sur | Salesforce |
4. Project Workstreams and Deliverables
The project workstreams and deliverables for this project are introduced in the sections below.
CEM Initiatives and Epics - 2021 Sprint 1 (29-Jan-21)
CEM Initiatives and Epics - 2021 Sprint 2 (02-Apr-21)
CEM Initiatives and Epics - 2021 Sprint 3 (28-May-21)
CEM Initiatives and Epics - 2021 Sprint 4 (30-Jul-21)
CEM Initiatives and Epics - 2021 Sprint 5 (01-Oct-21)
CEM Initiatives and Epics - 2021 Sprint 6 (26-Nov-21)
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