How can the Open Digital Framework help me improve my digital customer experience for the 5G age?

This document complements GB962 Customer Experience Management Introduction and Fundamentals. It provides a list of metrics designed to allow a standardized approach to measuring CXM for Digital Service Providers. A framework for organizing the metrics is provided, together with a simple taxonomy, based upon the Customer Experience Lifecycle. The bulk of the document contains metric names and associated definitions, aiming to unambiguously define the metrics such that common implementations may be developed for their capture, analysis and benchmarking.

This document identifies common industry use cases for 5G connectivity, and for each use case provides suggested metrics to measure the user experience delivered. Recommended values are also provided, based on findings from field and lab trials. This document will expand and evolve over time as industry adoption of 5G use cases accelerates. Therefore, the Customer Experience Management Project Team invites TM Forum members to provide feedback and input with use cases to enable this document to evolve.

Customer expectations are ever-increasing. One great experience with, for example, an internet giant sets the bar high for other companies and industries to follow suit. This presents a real challenge for telecoms providers as they don’t necessarily have the agility or resources to replicate a similar model. On top of this, these providers have had to negotiate the operational and strategic integration challenges attached to the influx of mergers and acquisitions in the industry. For all service providers, even those beginning their post-M&A journey, one of the key focus areas must be creating highly successful customer engagements.

This CEM 2025 Guidebook describes the new direction that is taken on for an update of the existing Omnichannel Guideline.

Communication Service Providers need to build and deliver new digital enterprise-grade services, quicker, cheaper and on-demand to enable digital societies and flourishing business ecosystems. This paper sets out a clear, industry agreed future vision of software and services to achieve that through an open digital architecture and marketplace.

TM Forum plays a leading role in educating the industry on innovative new approaches to accelerating digital transformation. We offer all of the critical enabling technologies and know-how for moving toward agile modularized platform-based architectures.

The following courses are available:

• TM Forum Open API Fundamentals – available self-paced online or expert-led on-site or virtual classroom

• TM Forum Open API Practitioners’ Course – expert-led on-site or virtual classroom

Who: Dialog Axiata & Axiata Digital Labs, both part of the Axiata Group

What: A complete digital customer experience transformation, personalization and automation initiative across app, web, retail customer experience store, kiosk, contact center and social media channels

How: Buy-in at group level to a culture of innovation, upskilling and measurement, supported by TM Forum’s Digital Maturity and AI Maturity Models; conformance to the Open Digital Architecture and Open APIs, part of the Open Digital Framework; and participation in the Catalyst Program

The increasingly complex multi-partner digital services value chain raises new challenges in terms of ensuring time-to-market, seamless management, cost-effectiveness and revenue sharing.

In order to meet these challenges, TM Forum members including the world’s largest service providers and suppliers, have been working to develop APIs that enable the open digital ecosystem and provide critical management functionality to digital services.

CEMA (Customer Engagement & Monetization) is simply the platform to improve or reinvent business models, while engaging customers contextually using digital channels and social media networks, powered by data-driven insights and artificial intelligence. STC intends to personalize the customer experience from outside-in with a deep understanding of customer lifestyle and behavior leading to an end to end digital experience.