Voice of the customer is a repeated process used by companies that want to understand customer’s preferences for engagement and levels of satisfaction with services delivered. To successfully execute a VOC activity, analytics will be applied in each phase of the customer journey. Customer experience management and analytics go hand in hand. The telecommunication industry has put a priority on improving the customer experience. This is a top down driven initiative driven largely by increased competition from OTT players, revenue declines in core business segments, and an obsession to reduce subscriber churn. But a gap exist in truly understanding the customer experience often measured using NPS scoring and customer satisfaction surveys with the data reported in internal systems. Customer Experience Analytics (CEA) closes the gap and helps take real time customer behavioral data and push this information into the hands of managers tasked with improving customer retention and satisfaction thru all stages of the customer lifecycle. CEA is a strategic business imperative and it impacts marketing, customer care, network planning, and operations. The software systems if implemented properly bring together different data sets from different organizational groups to solve specific business problems. Most CSPs want to be more customer centric. […]
This post is only available to members.