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Claire McMahon

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Top Stories by Claire McMahon

Telco consultancy Northstream has just estimated the potential gains Western European operators could realize through Real-time Self-Service (RTSS), and the results are staggering. The objective of the study was to ascertain the impact RTSS has had on OPEX and revenues for North American and Asian operators (nominated due to their disparate contexts). The most glaring discovery was that, by comparison, West European data products are in their infancy; lacking the innovation seen elsewhere. In the US, for example, the recent adoption of novel shared data plans and the real-time mechanisms for end-users to self-care/monitor such plans are being seen as key drivers for increases in data ARPU. In fact, within a year of deploying shared plans, Verizon and AT&T saw data revenues rise 9% and 17%, respectively. RTSS has been cited as a key enabler of these innovations: th... (more)

How Customer Service Can Enable Customer Retention, Rather Than Cause Churn

We all love a good moan, whether it's about the weather, the government or traffic - not forgetting bad customer service. However, the problem with the latter from a merchant's perspective is that negative talk naturally damages reputations. Furthermore, discussions on positive customer experiences, that could potentially restore dented names, are seldom conversed. However, for CSPs, the cost of bad customer service is proving to be more than marred reputations. On a global basis, around 20% of mobile customers churn as a direct result of poor customer care[1]. CSPs are under imme... (more)

Big Data Analysis, What’s Holding Operators Back?

This question was addressed by Analysys Mason in its recent White Paper ‘Using Big Data to build value for Operators'. A discernible fact from the paper was that reservations over Big Data Analytics (BDA) cannot be attributed to operators underestimating the value of the data they hold, quite the contrary: BDA is gaining interest from communication service providers (CSPs) at board level, with the distinct purpose of monetization. BDA has evolved over time, and CSPs, according to Analysys Mason, should view the proposed usage of BDA as a new stage in this process for both technolo... (more)

Big Data Analysis - Customers' Happiness Is Key to Unlocking Its Potential

Operators, fraught with concern over declining revenues from traditional services, are urgently seeking ways to overcome this downturn and address the true threat/opportunity from OTT players. Many are turning to Big Data analysis for answers. The ability to liberate the value of customer knowledge represents an immense opportunity. Operators possess a holistic view of their customers' activities on mobile devices, compared with the limited ability of OTT providers that can only monitor usage of a single app or site. A recent White Paper from Analysys Mason highlights that operat... (more)

The Looming End to the 'War on Privacy'

I recently attended European Communication's Big Data Seminar, accompanied by the usual crowd - leaders from MNOs, vendors, consultancies and industry publications. Whilst jostling my way toward the breakfast buffet, the word that echoed throughout the breakout room was ‘privacy'. It seemed to be the topic of choice for networking small talk. The key note presentations that followed mirrored the chatter, each covering differing aspects of privacy issues - the unifying theme of which seemed to be the notion that we are now at a crossroads - to the right is strict legislation term... (more)