IG1203 Capabilities for CEM Concepts and Processes v3.0.0

Capabilities for CEM Concepts and Processes’ builds on the initial study IG1203 v1.0.0 that explored customer experience concepts and processes that are subsequently used in updating existing and developing new processes in eTOM for customer experience. 

This document  brings all the previous work together in one study document. There was agreement across the participants on the preliminary study, and the main concepts outlined in that study. In addition to this, there was also an agreement that further study and documentation of process descriptions needs to be completed. This is the main result of this ongoing collaboration work by the CEM project team. The focus is on the process description of level 2 and 3.