The central emphasis for CSPs (Communication Service Providers) revolves around prioritizing the customer's needs as the foremost concern. To support business benefits for end-users, investments must be optimized. A Unified Network Operations system bridges the gap between Customer Experience and Network performance, allocating OPEX/CAPEX spending and improving customer experience.

Putting customers first by monitoring Customer Experience per Dollar?

So, what is the deal with "Customer Experience per Dollar," or simply "CE per $"? Well, it’s like a magic scale that measures how network Key Performance Indicators (KPIs) and Service Quality Index (SQI) directly impact customer experience metrics like CSAT (Customer Satisfaction) and Net Promoter Score (NPS). Once you have established the ability to measure "CE per $," you can begin examining the cost implications of your services.

To prioritize customer satisfaction and achieve business objectives, it is important to consider three main dimensions. These dimensions can be used together to determine specific operational metrics and their respective weights. This provides valuable insights into how the CSP (Customer Service Provider) aligns its strategy across these three dimensions, as shown below.

Now, the big question is, what should you focus on? Well, improving that ‘CE per $’ score takes the top spot. But do not break the bank doing it. The second priority is keeping a lid on the costs while making those improvements.

Supercharging CE per $ with Unified Network Operations

To optimize "CE per $," which means getting the most bang for your buck in the customer experience department, we are introducing something called Unified Network Operations. It is like combining the regular network and service performance with the Customer Experience Index (CEI) to see how satisfied customers are (CSAT and NPS).

Unified Network and Customer Experience Operations looks at the whole shebang across three layers, namely:

• Customer Experience layer: business-oriented to help CSP meet their objectives and service needs, whether it is for end-customers or enterprise.

• Service Operations layer: primarily focused on ensuring the necessary quality standards for network and OTT (over-the-top) services, taking into consideration the various customer segments defined by the CSP, such as Gold, Silver, or Bronze.

• Network Operations layer: focused on employing technology to manage network operations by harnessing the capabilities of network resources and automation.

By operating the network top-down from Customer Experience to Service and Network Performance, it enables better control on value creation balanced with an optimum cost spending, as illustrated below.

An integrated model harnesses AI/ML-driven solutions that analyze data from various layers as needed to forecast the 'CE per $' while aligning it with CSAT and NPS scores, enabling the optimization of network resource expenditures.

Nokia Managed Assurance Services: Keeping Up with the Times

We get it – the world of telecom is changing fast. But with Unified Network Operations, we are bridging the gap between regular network stuff and making customers happy. It is not just a fancy merger; it is a game-changer. Customers get a better deal, companies save cash, and it is a win-win.

What is in it for you? It means happier customers and savings on your expenses, all while boosting your return on investment.

Get in touch to learn more.