An Ecosystem For Customer Experience Management

This chapter proposes an ecosystem that allows the management of customer experience to guarantee the quality levels delivered to end users, which has been defined into the Eureka Celtic internet protocol network monitoring for quality of service intelligent support (IPNQSIS) project and is adapted for over-the-top (OTT) services inside the Eureka Celtic NOTTS project. The quality of experience (QoE) ecosystem lies on a customer experience architecture formed by data acquisition level, monitoring level and control level. The work proposed in this chapter settles the basis of next generation customer experience management (CEM) systems. It summarizes the CEM architecture proposed in the Celtic IPNQSIS project in order to face the challenge posed. The CEM is implemented in the business case of internet protocol television (IPTV), but its usage can be extended to other services as well. The chapter describes the individual components of the CEM: data sources, the monitoring system and the management system.