CEM Strategy Report: Improving Customer Experience at Vodafone AU

This report provides an analysis of Customer Experience Management (CEM) strategies, focusing on Vodafone Australia. It explores key concepts such as customer experience, customer lifecycle, journey mapping, and customer centricity. The report identifies two distinct customer segments with tailored value propositions and customer journey maps. It recommends CEM strategies including improved billing processes, network performance, customer relationship management (CRM), and effective tariff and pricing structures. The report also outlines steps to create a customer-centric organization, emphasizing customer satisfaction as a core organizational value and priority. The ultimate goal is to enhance customer experience and build a positive brand perception for Vodafone Australia.