How CSPs Can Leverage Streaming Analytics to Improve the Customer Experience

On Wednesday September 17th I will be presenting a webinar at 8:00AM PST in conjunction with TM Forum on how telecommunications service providers can leverage and benefit from streaming big data analytics to improve the customer experience.

For Communications Service Providers (CSPs), it’s vitally important to continuously deliver the best possible customer experience to build loyalty, reduce churn, and generate incremental revenue. And, when CSPs are leveraging streaming big data analytics, they can immediately and automatically collect, correlate, analyze and act on customer data in diverse formats across disparate systems within seconds of occurrence. Thus they are able to not only detect and address problems before they cycle through and negatively affect the customer experience but also seize opportunities for real-time 1-to-1 marketing precisely when subscribers are most receptive.

I will be covering the following topics with respect to the capabilities and benefits that streaming big data analytics deliver to CSPs:

Real-time Situational Awareness

When problems around quality service provision surface, they cycle through the customer experience at a large scale quickly and decisively. The ability to detect and fix these disruptions within seconds of occurrence protects both the customer and the broader organization from the impact of the fall-out.

Real-time Customer Experience Monitoring

Real-time customer experience monitoring empowers CSPs to monitor subscribers and optimize their individual experience based on both real-time situational analysis and predictive analytics. When CSPs are able to not only monitor a customer’s experience in real-time but also proactively predict and act on threats and opportunities that will likely impact that experience, they’re in a great position to both maintain superior service quality and present personalized offers when subscribers are most receptive.

Real-time 1:1 Marketing

When CSPs are able to track the activity and movements of their subscribers at an individual level in real-time, they are in a great position to offer micro-targeted, personalized offers that both enhance the customer experience through providing highly relevant, timely value and drive incremental revenue through upsell and cross-sell opportunities. This not only provides the subscriber with valuable and timely service enhancements but also drives incremental revenue through upsell.

Real-time Fraud Detection and Prevention

The proliferation of spam has created an environment in which CSPs are compelled to proactively address threats to protect customers from fraud perpetrated on their mobile networks. Because it occurs so quickly with such devastating consequences, it’s critically important that CSPs are able to not only to detect and stop fraud as it’s happening – down to the second of occurrence – but also to leverage predictive analytics to prevent it from happening in the first place.

Real-time Billing Analytics

With real-time access to billing information combined with data from the network, streaming analytics opens up a whole new set of product and service opportunities for CSPs. With access to account usage data in real time, it becomes possible, for example, to make offers for additional voice and data allowance at the point of need, or even to dynamically ‘top up’ the customer’s account.

Monetization of M2M and the Internet-of-Things Initiatives

M2M and Internet-of-Things initiatives create a completely new set of big data analytics and management challenges for CSPs. In addition to managing a mobile network, they now must monitor, manage and act on issues affecting an estate of connected devices that might be orders of magnitude larger than their traditional customer base.

I hope that you are able to listen in on the presentation on the September 17th at 8AM PST. Click here to register now.

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