Traditionally customer experience management is approached starting from the customer's point of view, often through customer journey mapping.From a Technology perspective we would like to develop a methodology that is based on raw data from the Network (Network / Infrastructure / IT).
In first instance such a methodology would result in real-time dashboards showing the relevant customer experience calculated using the systems data (Network / Infrastructure / IT) benchmarked to the "ideal" values ( "Network Green - Customer Green"-type scenario).
As a second step these technology-based calculated values can then be compared with values and inputs from the company's commercial customer experience team. By fine-tuning the technological data-mining and derived values to match as close as possible the values of the customer experience team's real life feedback from customers, eventually real-time dashboard will show the actual perceived experience and derived satisfaction of the performance of the network.
Has anyone experience in such an approach? Is it realistic? Would there be real value add?