Building an effective CEI depends on acquiring, ingesting and processing data from a wide range of sources. In turn, this demands an effective data fabric, enabled by DataOps processing. Once in place, this also unlocks the possibility of using Digital Twins to model the impact of changes on CEI.
Customer Experience is, of course, fundamental. It’s table stakes for Mobile Network Operators (MNOs) that need to retain and attract customers – and an ever-moving target, as new services are launched and as customer expectations grow.
Measuring, maintaining and enhancing it, then, is a critical activity – and one that is fundamentally dynamic in nature. Not only does the network performance change during operations, each change and service update can have repercussions that impact the experience enjoyed by customers.
We try to capture the experiences of customers through metrics like a Customer Experience Index (sometimes known as CX), which seeks to summarize the experience of an individual customer. Advances in AI help us to understand these and the behaviors that can result as this metric moves up or down a scale.