Striking the Right Balance Between Customer Expectations and Business Needs

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Provided by: wipple entertainment
Topic: Big Data
Format: PDF
Reflecting the importance of customer experience, Communication Service Provider (CSP) strategies focus on customer centricity, as opposed to the network and IT-centric approach adopted in the past. However, due to the lack of appropriate customer experience monitoring and improvement solutions, there is a huge gap between the Quality of Service (QoS) delivered and the actual Quality of Experience (QoE). While trying to improve QoS and QoE, CSPs also must reduce the cost of operations due to declining margins and a squeeze on budgets availability for investment in new technologies and services.
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