This article originally appeared at Wireless Week
Today, people are buying more smartphones than PCs. More conversations take place through social media portals than through standard voice calls. More people are consuming video content on mobile devices than on traditional broadcast television.
This increase in data consumption is putting a strain on networks more than ever before, and network operators are now looking at customer experience management (CEM) as more than just a means of meeting customer expectations and hitting Quality of Service (QoS) standards. CEM is becoming a way to claim back some of the revenue opportunities being neatly pulled from under their feet by Over-the-Top (OTT) services. By leveraging CEM, network operators can further understand customers, evaluate business processes and launch innovative services to increase customer loyalty and revenue sources.
Network operators must consider the three “L’s” of CEM to get back the same sort of agility that the providers of OTT services demonstrate and go to market with innovative services targeted at specific user segments. The three “L’s” of CEM will allow them to innovate and evolve their businesses, services, and offerings, helping network operators grasp and secure lost and new revenue streams.