Customer Experience Analytics

Abstract

Customer experience management has become a C-level priority for Communications Services Providers (CSPs).In the coordination effort; CSPs are changing their business practices and business models that require alignment of technical KPIs with customer experience and perception KPIs. This has a trickledown effect on front- and back-office requirements. Advanced analytics is playing a defining role in real time measurement, optimization and improvement of network customer experience. Real time processing of data and application of statistical algorithms has changed the way these KPIs are being measured, consumed by business owners for decision making.