Customer Experience Monitoring With Big Data – Telefonica / O2 Case Study

Customer Experience Monitoring With Big Data – Telefonica / O2 Case Study

Communications Service Providers (CSPs, telecommunications companies, telcos) are constantly looking for ways to deliver a much more personalized experience, especially to their VIP customers and high-value corporate accounts, in real-time. CSPs need to proactively alert specific customers to the impact of a potential service outage or network congestion. What about real-time offers to prevent customers from churning?

This Case Study examines how O2, which is the commercial brand of Telefónica UK Limited, uses real-time big data streaming analytics to discover insights, analysis and actionable intelligence for:

  • Real-time marketing based on personalized and timely promotional offers
  • Situational awareness and customer experience management
  • Relevant insights into real-time events