Use Case - Customer Experience Management

Customer Experience Management tells us the unbiased truth about customer experience.

Use case: Network planning is the initial stage of a network or new technology deployment. The overall goal of any wireless system is to maximize coverage and capacity while fulfilling the agreed quality of service targets. The increasing adoption of smartphones in the market and, consequently, traffic growth require mobile operators to further invest in the network; hereby, the planning phase is crucial to focus on and optimize such investment.

Bridging the Support Information Gap. Customer support is challenged to deliver superior customer care at reduced costs, shortening the time, effort, and expertise required to diagnose and resolve each customer’s problems. With current customer care systems, few facts about a customer’s experience other than what is determined from lengthy discussions with each unhappy customer.

Find Unhappy but Silent Customers. Studies confirm that most unhappy customers don’t complain to their mobile operator or device supplier, even when they experience outstandingly negative service. Dissatisfied customers tend to spend less, spread news about their negative experiences to other consumers, and eventually churn. Without direct complaints, operators are blind-sided about the problems until customers leave.

Maximize Wi-Fi Offload. Network operators have many options for meeting the growing mobile data usage demand. Wi-Fi offers the highest bandwidth of these options to accommodate growing media streaming usage (such as video and music). Various Wi-Fi deployment options are being evaluated by operators worldwide as part of the portfolio of service offerings for data hungry consumers. To make the wisest investment and strategic decision around Wi-Fi policies, network operators need information about their subscribers’ WiFi usage.

Vittorio Colao