Hello Frank,
Is this more of a "desire" or a "realistic plan" ?
Customer Value is calculated based on domain level CEM maps which consider the customer touchpoint. The underlying data from the Network related to Customer's usage is one (the most important) parameter in calculating the customer value.
However when it comes to mapping a complete e2e Customer journey, the Customer interaction through the touchpoints and the regularity with which they instantiated becomes important. And of course analysis of the interactions and the data gives us the solution on how best to improve the Customer experience.
And for your purpose, while the customer touchpoints were always considered as the traditional channels, if we turn this around and start adding the network interactions (customer session on the Network Element) also as a touch point, then it would definitely be feasible.
And would be interested to know the results of this exercise - so please would really appreciate if you keep this forum posted about your initiative :-)
Regards,
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Sri Jagadish Baddukonda
Principal Consultant
Sigma Systems
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Original Message:
Sent: Nov 05, 2018 08:48
From: Frank Vernieuwe
Subject: Customer Journey Mapping
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?
#CustomerExperience
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Frank Vernieuwe
Wind Tre S.P.A.
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