Customer Experience Transformation Via Analytics: Analytics Enables Actionable Real-Time Customer Insight

Alcatel-Lucent

Abstract:

"Communications service providers (CSPs) are facing fierce competition as they strive to win consumer and enterprise business with their fixed and mobile services. Intense economic pressures, escalating consumer demands and increasingly complex technologies are raising the stakes, forcing service providers to work harder than ever to attract customers and keep them happy.

Service providers can keep customers on board and spur long-term success by putting more focus on improving the overall customer experience. Although they hold vast amounts of data about their network and subscribers, CSPs are not effectively managing it today. By effectively mining and analyzing this data at every customer touch point, they can gather valuable insights about customers’ experiences, preferences and predicted behaviors. Analytics that address customer, service, device and network data provide real-time business intelligence that can be applied at every customer touch point. Insights gathered from analytics can drive strategic initiatives to improve retention rates and customer lifetime value. Real-time capabilities enable service providers to react quickly to changing conditions and enable timely interaction with customers. With analytics that produce real-time intelligence and invoke appropriate actions, service providers can transform the customer experience."

Please complete and submit this form to have the white paper delivered straight to your inbox