Scribd Logo
Upload

Welcome to Scribd!

  • 143 views

    Wed-04 MWA11 Customer Experience Analytics v0.6 PDF

    Uploaded by

    Олег Дрошнев
    Satmetrix is a global leader in Customer Experience Analytics. Analyzing customer experience is a challenge but advances in data integration, storage and analytics now make it possible. A system could identify that a high ARPU customer had just terminated their service for no apparent reason. And the system could identify the next twenty customers with twin Customer Profiles.and A system that could look outside the firewall to capture what your customers are really saying about your products and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd

    Wed-04 MWA11 Customer Experience Analytics v0.6 PDF

    Uploaded by

    Олег Дрошнев
    143 views19 pages
    Satmetrix is a global leader in Customer Experience Analytics. Analyzing customer experience is a challenge but advances in data integration, storage and analytics now make it possible. A system could identify that a high ARPU customer had just terminated their service for no apparent reason. And the system could identify the next twenty customers with twin Customer Profiles.and A system that could look outside the firewall to capture what your customers are really saying about your products and services.

    Original Title

    Wed-04_MWA11_Customer_Experience_Analytics_v0.6 (1).pdf

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Satmetrix is a global leader in Customer Experience Analytics. Analyzing customer experience is a challenge but advances in data integration, storage and analytics now make it possible. A system could identify that a high ARPU customer had just terminated their service for no apparent reason. And the system could identify the next twenty customers with twin Customer Profiles.and A system that could look outside the firewall to capture what your customers are really saying about your products and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    143 views19 pages

    Wed-04 MWA11 Customer Experience Analytics v0.6 PDF

    Uploaded by

    Олег Дрошнев
    Satmetrix is a global leader in Customer Experience Analytics. Analyzing customer experience is a challenge but advances in data integration, storage and analytics now make it possible. A system could identify that a high ARPU customer had just terminated their service for no apparent reason. And the system could identify the next twenty customers with twin Customer Profiles.and A system that could look outside the firewall to capture what your customers are really saying about your products and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 19

    Customer Experience Analytics

    MWD12
    2011 TeleManagement Forum | 1
    v2011.1

    www.tmforum.org

    KPI Alphabet Soup


    KAI Key Attitude indicators KBI Key Business indicators KCI Key Customer indicators KDI Key Driver index KEI Key Experience indicators KFI Key Financial indicators KGI Key Goal indicators KHI Key Health indicators KPI - Key Performance Indicator KQI Key Quality indicator KRI Key Revenue Indicator KSI Key Success Indicator KTI - Key Trending indicator KUI Key User indicator KVI Key Volume indicator KWI Key Wealth Indicator

    KII Key Improvement indicator


    KJI - Key Jurisdiction indices KLI - Key Lifestyle indicators KMI Knowledge Management index KNI - Key Navigation indicator KOI a Fish or Key Operations Indicator

    KXI any key metric for measuring status


    KZI Key Zoning indicator

    2011 TeleManagement Forum | 2


    v2011.1

    www.tmforum.org

    Analytics-What If

    A system could identify that a high ARPU customer had just terminated their service for no apparent reasonand The system could identify the next twenty customers with twin Customer Profilesand A system that could look outside the firewall to capture what your customers are really saying about your products and services Do you think your Marketing Department may be interested in this data?

    2011 TeleManagement Forum | 3


    v2011.1

    www.tmforum.org

    Business Problem

    CSP Annual reports all list customer experience (NPS/CDI Indices) as central to business success The factors influencing the customers experience are many & diverse, ranging from point of sale service to tariff plans to data throughput With the explosion in mobile data usage the factors influencing Customers Experience are growing CSPs that measure & manage the Customers experience continuously will be the most successful
    NPS a registered name by Satmetrix

    2011 TeleManagement Forum | 4


    v2011.1

    www.tmforum.org

    Solution

    Managing the customers experience requires Accurate measures of customer experience for each interaction with the CSP Collation of these measures into a Customer Experience Management Index (CEMI) An ability to drill-down from the CEMI to the factors influencing the experience Volumes & complexity of data generated in networks made analyzing customer experience a challenge but advances in data integration, storage & analytics now make it possible

    2011 TeleManagement Forum | 5


    v2011.1

    www.tmforum.org

    Solution

    This catalyst program proposes a Customer Experience (CEM) model & Customer Experience Index (CEI) to surface & collate the Customers Experience

    It proposes a logical multi-tiered decomposition of the CEI into its multiple components which aligns with Frameworx This enables the surfacing of customer issues into an operational executive dashboard, with drilldown supported to identify the root cause of problems

    2011 TeleManagement Forum | 6


    v2011.1

    www.tmforum.org

    Service Operations Center


    Business Strategic Areas :

    Service & Network Surveillance Service & Network (Real Surveillance time measurements) &Troubleshooting

    Trend Analysis & Service Quality Management Reporting

    Real Time Measurements KPI surfacing

    Post Processing KPI KQI

    Phase 1

    Phase 2

    2011 TeleManagement Forum | 7


    v2011.1

    www.tmforum.org

    Service Operations Center Concept


    Expected Benefits benefits Deep visibility for real time IT systems performing services related to the provided network quality Define and activate Improvement actions for the most critical systems

    Monitoring and customer improving experience Customer for provided Experience services for provided services
    Tuning the che customer customerprofile profile for for each each service service

    KPI & KQI Executive level (e.g. Customer Experience Index) Operational level Department / engineering level (e.g. Software & systems Quality ) Customer level

    2011 TeleManagement Forum | 8


    v2011.1

    www.tmforum.org

    Technology

    Implementing this logical framework requires that the following challenges are addressed Accurate measurement of QoE Analysis of massive volumes of complex data Collation of data from sources of disparate ownership An architecture is proposed to address these technical challenges leveraging recent advances in OSS & BSS technologies
    www.tmforum.org

    2011 TeleManagement Forum | 9


    v2011.1

    Big Data
    Big data and information integration capabilities make it possible to generate insight from vast quantities of datafundamentally changing the way organizations use information. It means: Filtering petabytes of data per second from almost any connected device Analyzing the data while still in motion, deciding what, if any, data must be stored, Using analytics tools to virtually integrate the data with data stored in traditional warehouses.

    2011 TeleManagement Forum | 10


    v2011.1

    www.tmforum.org

    Description of Demonstration

    The demonstration focuses on the contribution to the CEI of the Network Quality and Social Media It traces how a customer impacted by a quality issue is surfaced in the CEM Console and is subsequently analyzed and resolved by traversing the multi-tiered CEM Model for KXI Surfacing Customer impacting issues arising from the other components of the CEM Model can be analysed in an analogous manner
    2011 TeleManagement Forum | 11
    v2011.1

    www.tmforum.org

    Benefits

    CSPs have identified customer experience as being important because happy customers Use more services Promote the CSP to friends Churn less

    This project proposes a model & reference architecture to measure & optimise the Customer Experience in an operational manner
    By optimising the customers experience the CSP will grow revenue, reduce churn & increase market share..and find those next ten customers!
    www.tmforum.org

    2011 TeleManagement Forum | 12


    v2011.1

    2011 TeleManagement Forum | 13


    v2011.1

    www.tmforum.org

    At a Glance

    2011 TeleManagement Forum | 14


    v2011.1

    www.tmforum.org

    Flashboard

    2011 TeleManagement Forum | 15


    v2011.1

    www.tmforum.org

    Customer Experience Management Index detail

    2011 TeleManagement Forum | 16


    v2011.1

    www.tmforum.org

    CEMI Trend

    2011 TeleManagement Forum | 17


    v2011.1

    www.tmforum.org

    Catalyst Team Members


    Robert Segat IBM/Netezza [email protected]

    Prof. Paul Morrissey Ventraq


    Dan ODonnell Stewart Howe Simona La Rosa Jing Shang Ted Stuchberry Network Critical Telecom Italia China Mobile Genband

    [email protected]
    [email protected] [email protected] [email protected] [email protected]

    Steve Koudelis

    Ventraq

    [email protected]

    2011 TeleManagement Forum | 18


    v2011.1

    www.tmforum.org

    Customer Sentiment Analytics

    List of the KPIs that are for the sentiment analysis Ventraq & IBM apply analytics to the social media feed.
    Currently we are conducting three measurements.

    Brand Sentiment Index This is a combination of the two


    scores below.

    Brand Sentiment Score This measures the level of positive and negative statements Brand Intensity Score This measures how strong a position the customer is taking in their positive or negative a statements

    Supported languages from the social media analytic e.g.


    Twitter, Facebook
    2011 TeleManagement Forum | 19
    v2011.1

    www.tmforum.org

    You might also like