Gartner Research

Best Practices for CSP Big Data Analytics-Driven CEM Approaches in Network and Service Operations

Published: 27 May 2015

ID: G00274058

Analyst(s): Martina Kurth


Without effective customer experience management in network and service operations environments, a goldmine of legacy operations support system data remains virtually unexplored. Communications service provider CIOs and CTOs must leverage general-purpose big data and analytics tools.

Table Of Contents
  • Key Challenges



  • Shift From Discrete to Holistic, Cross-Functional Data-Driven Customer Experience Initiatives
  • Big Data/Analytics Techniques for Unified Business/Technology Process Action Planning
  • Correlate Operational Network and Service Data to Augment the Impact That Network Services Have on Customer Experience
    • Advice on How to Measure Customer Experience With Big Data/Analytics
    • Possible Problem Resolution in the NOC
  • Invest in Both Big Data Processing and Real-Time Streaming Analytics Platforms Data as the Foundation of a Network and Service-Quality-Focused Customer Experience Architecture

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.