Gartner Research

Market Trends: How Communication Service Providers Leverage Social Media and Social Analytics

Published: 12 December 2014

ID: G00270027

Analyst(s): Rishi Tejpal


Social media is a key digital channel to engage with customers and impacts CSPs in many different ways. CSP customer experience and strategy teams must use insights gathered from social media analytics to enhance customer experience, recraft existing products and campaigns, and develop new products.

Table Of Contents


Market Trend

  • Social Is a Key Digital Channel and CSPs Use It in Different Ways to Their Advantage
  • Market Structure Trend
    • CSPs Use Social as a Channel to Engage With Customers in Real Time, Improve Customer Satisfaction and for Marketing Purposes
    • CSPs Provide Customer Service Using Social Media to Improve Operational Efficiency and Reduce Query Response Times
    • CSPs Use Social Analytics to Gain Competitive Intelligence and to Seek Suggestions for New Product Development
    • Verizon — Crowdsourcing Through Social Media for New Product Development
  • Strategic Drivers to Consider While Implementing Social Media/Analytics Strategy
  • Implications and Recommendations for CSPs

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