Zaheer
For most service provider they associate service quality with customer experience, therefore most investments targeting customer experience will go toward either measuring it better or improving the quality of the service, however, these decisions are still taken from a network vantage point, considering the experience that a particular node or platform is providing an assuming that the end customer perception will be somehow correlated to the average quality of the network.
However, human beings perceptions are not linear and we are not impacted by every improvement of the network, just by those that are perceivable within the ecosystem of element that serve us specifically. In order to have a quantifiable impact on customer perception from a network investment it needs to be done using the end customer perspective holistically, by identifying the ecosystem of elements serving each customer according to their mobility and consumption patterns, using this information to asses the potential impact of the investment and deciding on the one that will bring the best return (hint! most of the time is not the highest traffic volume, it is not about managing more traffic, it is about managing better the most valuable traffic), this is a high dimensionality big data problem.
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Alfonso Miranda
Bell Labs Consulting
Alfonso.Miranda@Bell-Labs-Consulting.com------------------------------
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Original Message:
Sent: Nov 05, 2018 03:45
From: Zaheer Ahmed
Subject: Measuring customer experience
So here's my debacle - NPS is great an is a great tool to really understand where you stand as an organization but what if I want to dig deeper. Say I've spent a good US$20m on my customer experience initiatives, NPS isn't necessarily going yo give me the impact of that initiative or is it? I mean if I am delivering poor service in specific pockets within my organization in areas in which my customers' experience is being impacted, enhancing through other initiatives won't solve it and NPS won't necessarily give me the answer. Is there a more innovative way?
If I keep spending money on my customer experience and adding initiatives to improve it - how do I assess the impact and when do you get to the point that the economics and impact just does not balance?
I'm thinking from the perspective of any investment or business. You can keep funding it but if you do not truly understand or can accurately measure where your cash flow is being lost well then ROI alone is not going to solve your issue or identify your problem.
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Zaheer Ahmed
KPMG International
Original Message:
Sent: Nov 02, 2018 02:44
From: Dominic Law
Subject: Measuring customer experience
One method is to correlate the NPS to churn rate, and based on churn rate work out the dollar value impact.
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Dominic Law
PCCW Global
Original Message:
Sent: Nov 01, 2018 09:07
From: Zaheer Ahmed
Subject: Measuring customer experience
How do you effectively measure your customer experience in the current environment? I am also interested, how do we balance the economics of delivering great customer experience?
#CustomerExperience
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Zaheer Ahmed
KPMG International
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