Gartner Research

CSPs Can Improve Customer Experience by Using KPIs From Network, Operations and Business

Published: 04 December 2014

ID: G00270654

Analyst(s): Martina Kurth

Summary

Communications service providers must transform infrastructures for a unified view of customers across network, operations and business. CIOs/CTOs must promote collaborative customer experience management in the organization by implementing standardized methodologies and processes to be successful.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Take a Holistic Approach to Align Customer Experience Initiatives
  • Correlate Operational and Behavioral Data to Augment the Impact That OTT Services Have on Your Customer Experience Management Initiatives
  • Play an Instrumental Role in Anticipating and Triggering Resolution of Customer Problems Based on Operational Data
  • Play an Instrumental Role in Anticipating and Triggering Resolution of Customer Problems Based on Operational Data

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