New Telco Software AI Portfolio Enhancements Answer Operator Imperative to Master Customer Experience

Ron Westfall – Research Director, Global Technology Telecom and Software

Summary Bullets:

• Telco vendor suppliers are boosting their AI credentials with Nokia recently unveiling the latest version of its Cognitive Analytics for Consumer Insight software, bolstering the Consumer Experience Index (CEI) with automated machine learning (ML) capabilities, the latest ecosystem solution aimed at driving operators to deliver real-time, personalized experiences and better compete against the major digital brands.

• Telco software suppliers, such as Nokia, should demonstrate multivendor credentials and build out an AI-specific services practice to further differentiate the solution and fulfill the full spectrum of operator digital business demands.

Operators are fighting for their long-term competitive survival. Top-tier digital brands such as Amazon, Google, Alibaba, and Netflix, are winning customer experience and satisfaction battles virtually across the board. In order to fight back operators must fulfill four major digital business objectives: Continue reading “New Telco Software AI Portfolio Enhancements Answer Operator Imperative to Master Customer Experience”

Omnichannel Rising: Operators Must Meet Emerging Customer Omnichannel Demands or Lose to the Digital Brands

Ron Westfall – Research Director, Global Technology Telecom and Software

Summary Bullets:

• Operators are consistently performing poorly in customer satisfaction surveys, bearing the brunt of customer ire in how they must deal with them.

• Operators must now provide reliable, personal omnichannel experiences in order to improve customer satisfaction and retention. Failure is not an option since operators must deliver the omnichannel goods or face competitive oblivion.

Operators are unpopular with their customers. Customer satisfaction surveys regularly confirm that over-the-top (OTT) players, including major digital brands like Amazon, Alibaba, Facebook, and Netflix, excel in providing good customer experience, especially in relation to operators. To add insult to injury, operators are seeing their revenues decline, including even from data services – their workhorse source of revenues.
Continue reading “Omnichannel Rising: Operators Must Meet Emerging Customer Omnichannel Demands or Lose to the Digital Brands”