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  • 1.  Best Practices for Segmenting Foreign Users in Telecom

    Posted Jul 30, 2024 05:59

    Hello TM Forum Community,

    I'm currently working on refining our customer segmentation strategy at a telecommunications company, with a specific focus on our foreign and expat user base. We aim to optimize our approach to better align with our business objectives and enhance the customer experience. I'm focus on these two matters.

    1. Effective Segmentation Criteria: What are the most impactful criteria or attributes for segmenting foreign users in the telecom industry? Are there specific factors (such as visa type, occupation, or duration of stay) that have proven particularly effective in tailoring services and offers?

    2. Integrating Advanced Technologies: How are advanced technologies like AI and data analytics being used to enhance segmentation strategies? Can you share any successful case studies or examples where these technologies significantly improved customer segmentation and targeting?

    Any advice, best practices, or examples would be greatly appreciated.
    Thank you!


    #AIandData
    #DigitalEcosystems
    #DigitalTransformationMaturity
    #OpenDigitalArchitecture
    #General
    #ZeroTouchAutomation
    #DiversityandInclusion

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    Erdenezaya Batdavaa
    Unitel Group
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  • 2.  RE: Best Practices for Segmenting Foreign Users in Telecom

    Posted Jul 30, 2024 11:09

    Dear Erdenezaya Batdavaa,

    Based on my Experience, Please find below few effective Segmentation Criteria for Foreign and Expat Users:

    Visa Type and Duration of Stay: Different visa types (e.g., student visas, work visas, tourist visas) can indicate the user's purpose and duration of stay. For example, student visas typically imply a longer stay, whereas tourist visas indicate short-term visits. Tailoring offers based on visa type helps match user needs effectively, such as short-term plans for tourists and long-term contracts for expatriates.

    Nationality and Language: Identifying a user's nationality and preferred language allows for enhanced customer service and targeted marketing. Offering customer support in multiple languages and crafting marketing campaigns tailored to different nationalities can significantly improve user experience and engagement.

    Tailored Offers Based on Segmentation:

      • Short-Term Visitors: Prepaid SIM cards with international minutes and flexible data plans are ideal for tourists and other short-term visitors.
      • Long-Term Residents: Comprehensive postpaid plans with bundled services and loyalty benefits are more suitable for long-term residents, such as expatriates and students.

    Examples:

    • Students: Offering affordable international calling plans and data packages that cater to the communication needs of students.
    • Tourists: Providing flexible data plans and prepaid SIM cards with international minutes for easy and cost-effective connectivity during their stay.
    • Expatriates: Developing comprehensive postpaid plans with loyalty benefits, accommodating long-term communication and service needs.

    Insights:

    During the DTW 24 Catalyst event, numerous CSPs showcased their advanced analytics and GenAI capabilities to personalize offers based on customer segmentation. Additionally, there was a strong emphasis on increasing investments to leverage AI and machine learning technologies, aiming to enhance personalized customer experiences.

    • https://www.telcotitans.com/telefonicawatch/telefonica-furthers-automation-agenda-with-ai-offer-personalisation/8210.article
    • AI-driven customer segmentation can improve customer understanding and satisfaction, increase marketing efficiency, and deliver personalized marketing content and offers. (Source: ZS)


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    Rakesh Ranjan Tiwari
    NTT DATA CORPORATION
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  • 3.  RE: Best Practices for Segmenting Foreign Users in Telecom

    Posted Jul 31, 2024 02:33
    Edited by Jag Baddukonda Jul 31, 2024 02:37

    On top of the excellent criterion listed down by Rakesh, it is also possible to have segmentation based on dynamic criterion like Average spend, cases created (Happiness score of the consumer) and any other factors, including the real time location of the customer which can be a criterion to push location based offers in real time. 

    Even before the wide adoption of AI, these were implemented and AI has made it easier.

    The key to achieving this is the availability of the data and the "correctness" of the data and that is where data governance is a must. 



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    Jag Baddukonda
    Deutsche Telekom AG
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    Original Message


  • 4.  RE: Best Practices for Segmenting Foreign Users in Telecom

    Posted Aug 12, 2024 05:01

    In addition, input like whether the user is returning to home country after stay or plans to visit other countries (where the same telecom provider may have presence), voice/ data preferences, usage frequency could all be useful info.



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    Suman Das
    IBM Corporation
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