• [1]
    Alcatel-Lucent and Heavy Reading, “Transforming the Brand Through Improved Customer Experience – Service Provider Strategies: Highlights From a Heavy Reading Study for Alcatel-Lucent,” 2012, <>.
  • [2]
    Apache Software Foundation, “Cassandra Wiki,” “Front Page,” <>.
  • [3]
    Apache Software Foundation, “Hadoop Wiki,” “Project Description,” <>.
  • [4]
    D. C. Edelman, “Branding in The Digital Age: You're Spending Your Money in All the Wrong Places,” Harvard Bus. Rev., 88:12 (2010), 6269.
  • [5]
    R. Edjlali, “Getting Value from Big Data,” Gartner, Webinar, Aug. 14, 2012.
  • [6]
    F. I. Herzberg, “One More Time: How Do You Motivate Employees?,” Harvard Bus. Rev., 65:5 (1987), 109120.
  • [7]
    E. T. Jaynes, “Bayesian Methods: General Background,” Maximum-Entropy and Bayesian Methods in Applied Statistics (J. H. Justice, ed.), Cambridge University Press, Cambridge, 1986, pp. 125.
  • [8]
    N. Kano, N. Seraku, F. Takahashi, and S. Tsuji, “Attractive Quality and Must-Be Quality” (in Japanese), J. Japanese Soc. Quality Control, 14:2 (1984), 3948.
  • [9]
    L. Kart, “High-Tech Tuesday Webinar: Big Data Opportunities in Vertical Industries,” Gartner, Webinar, ID No. G00236293, Aug. 8, 2012.
  • [10]
    S. Kingstone, CEM Vendor Battleground: Insights Lead to Retention and Monetization, Yankee Group, Dec. 2012.
  • [11]
    D. Mendyk and D. Culver, “Service Providers Use CEM for Competitive Advantage,” Heavy Reading Insider, 12:5 (2012).
  • [12]
    National Quality Research Center (NQRC), Stephen M. Ross School of Business, University of Michigan, American Customer Satisfaction Index: Methodology Report, Mar. 2005.
  • [13]
    C. Patrick, Market Insight: Calculating the Value of CSP Customer Data, Gartner, ID No. G00239788, Dec. 7, 2012.
  • [14]
    C. Patrick, M. Kurth, and M. Cana, Market Insight: Improving CSP Customer Experience with New Monitoring Solutions, Gartner, ID No. G00215998, Sept. 27, 2011.
  • [15]
    J. A. Paulos, “The Mathematics of Changing Your Mind,” New York Times (U.S.), Book Review, Aug. 5, 2011, <>.
  • [16]
    F. F. Reichheld, “The One Number You Need to Grow,” Harvard Bus. Rev., 8:12 (2003), 4654.
  • [17]
    B. H. Schmitt, Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers, John Wiley & Sons, Hoboken, NJ, 2003.
  • [18]
    M. Sheina and S. Bali, Dialing into Telco Data: Reliable Data Management Drives Smarter Telco Business, Ovum, Ref. Code IT014-002697, Feb. 8, 2013.