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About: Customer experience system     Goto   Sponge   NotDistinct   Permalink

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A customer experience system is a business and operational support system (BSS/OSS) intended to help service providers to improve customer experience. In the past, communications service providers (wired communication, wireless, broadband cable, satellite) and other companies competed through product differentiation and price points. By 2005 products were increasingly commoditized and price differences negligible, leaving quality of customer service as the differentiator. (Peppers & Rogers 2005)