Telcos are in a strong position through their good set of data, consisting of OSS/BSS data, data about a product, mobile usage, and network performance. This is a solid basis, but the couscous is a bit bland. Spices are missing: the feelings of the telco customers, regarding the service, the products, etc. And this is where the couscous method comes in! It helps to generate facts from customers’ feelings and turn them into tangible data. It helps to give the CX the spice it needs. Telecoms that prosper with CX have a holistic, customer-committed mindset. This not only includes measuring KPIs of customer experience and satisfaction like FCR (First Clear Rate) or CRR (Customer Retention Rate). It’s about gathering attributes, creating a customer DNA and allowing everyone – from call agent to CEO – to take the customer’s view. So, the eBook deals with solutions, that the IT-service-management (ITSM) has to provide.