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. CSPs are under immense
pressure to remain profitable and thus preventing customers from churning is
a key priority. Therefore, it's no surprise that CSPs are investing heavily
in their CRM systems. Analysys Mason predict customer care system revenue
will increase 6.1% and 6.6% CAGR in EMEA and NA, respectively... (more)
I just returned from a two-week business trip to China. I realize that some
will shudder upon hearing the words ‘business trip' and whilst the trip was
typically arduous, it proved to be an incredibly insightful experience...
After only a few hours working alongside my Chinese colleagues, the
differences between what's expected by Telco customers in Europe and Asia
begun to appear. And over the next few days the differences mounted. At first
they were confusing, then amusing, but ultimately intriguing.
The notion of lucky numbers was the most striking. In China customers pay a
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)
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)
Operators, faced with declining revenues from traditional services, are
questioning their fate. The reality is, they need to adopt changes, and fast.
Big Data Analytics is being heralded by many as a way in which operators can
overcome this downturn and address the true threat/opportunity from OTT
players. However, adoption has been slow and industry analysts have been
grappling to find out why.
In a recent report, research giant Gartner listed privacy as the biggest
threat to a CSP data monetization strategy. A survey  conducted by
Analysys Mason of 35 CPSs concluded simi... (more)