The document discusses applying principles from customer experience management (CEM) to the emerging machine-to-machine (M2M) market. It introduces Aricent as an innovation services company and outlines their global expertise. The presentation then defines CEM, discussing both in-service and out-of-service experiences, before examining four aspects (functional, economical, accessible, emotional) that impact customer experience. It proposes evolving CEM approaches for M2M by shifting from reactive to proactive, correlation to causation, status checks to value-added services, and inward to outward focus. Brainstorming questions consider how to apply these shifts to improve M2M network value for customers and differentiate offerings through CEM methods