Hey everyone, after a significant hiatus from posting (I’m happy to be back!) I’m pleased to be posting the second installment of our series on NPS. For those who want to catch up, the first installment can be found here. Go on, we’ll wait. Cool. Today I am joined by Perry McDonald, the worldwide Communications […]
The use of NPS® (Net Promoter Score) as a key performance indicator for telcos both delights and vexes me. For those unfamiliar with NPS, it was first proposed as a customer loyalty metric in 2003 by Fred Reichheld (noted business author, strategist and a Fellow with Bain & Company) and promotes a link between NPS […]
IBM Big Data Brunch – Episode 2: Customer Experience Management Index – Putting the Customer at the Heart (and in the Wallet) of the Telco
The IBM Big Data Brunch series is dedicating its October episode to the Customer Experience Management Index. This live Google+ Hangout will take place on October 24 at 10 am EST/3 pm UK time. Customer Experience Management Index – putting the Customer at the Heart (and in the Wallet) of the Telco Live network data […]
A new web series on Big Data: The IBM Big Data Brunch Series – Episode 1: Big Data Implementation and Adoption in Telcos
In the last few months, I have been meeting with a number of CSPs who are just beginning their Big Data journey. They are looking to first of all understand what Big Data means to them, what their peers are doing with Big Data and also understand what best practices exist around ensuring business outcomes […]
In my last post, I wrote about the challenges faced by CSPs and how emerging Big...
We as consumers of communications services have irrevocably changed the way we communicate with the world. Supported by increasingly sophisticated smart devices and applications that make it easy to create our own content and view content from...