Preemptive Experience Management: Delighting subscribers at the intersection of big data and virtualization

Offering a consistently top-rate Quality of Experience (QoE) to subscribers is, by far, the most powerful competitive strength of a Communications Service Provider (CSP). In the real world though, even the best in class CSPs may fail to deliver a truly optimal user experience. Insufficient bandwidth or slow network responsiveness are just a couple of typical problems. No wonder why reshaping subscribers’ perception, once ‘things go wrong’, is a top priority for many CSPs.

However, inadequate systems and tools occasionally make CSPs detect and resolve QoE problems sub-optimally. For instance, QoE degradation may be sensed so late that the dissatisfied subscribers will have already reached the Customer Care to complain or, even worse, only after they have churned.

The emergence and widespread use of Big Data, Predictive Analytics, Stream Processing and Network Virtualization opens up new and increased possibilities in bringing Customer Experience to new levels. Let’s examine how these disruptive digital technologies can act synergistically and help CSPs embark the digital transformation train

To find out more, take a look at this article published on TM Forum Inform.