This blog is by Jai Thattil at Nokia Solutions and Networks.
One of our customers, a tier 1 global operator in Europe with 15+ global affiliates, is certainly playing its CEM cards right. With the help of our CEM Umbrella Solution, it analyzed 80+ reports and several use cases in order to compare and benchmark its performance in different countries, measuring KPIs down to the city level.
And similarly, another tier 1 operator customer with its 15+ affiliates is about to embark on a similar CEM journey.
These operators with regional presence in several countries know they can gain a huge advantage by analyzing their cross-affiliate CEM insight. This integrated “umbrella” view helps them support consolidation of brand perception and loyalty, and promote consistently high levels of Quality of Experience to drive actionable quality improvement programs across all affiliates.
But how can they manage it all? The NSN CEM umbrella solution helps them set objectives and align methodologies and programs between the various affiliates. In a nutshell, the solution employs these two principles:
1. Integrate CEM information from the affiliates by combining and correlating data from these multiple sources into a common data model.
2. Provide a transparent, combined and common CEM view of the performance of networks, services and devices with easy access to information for users in the central organization as well as in the multiple affiliates.
The CEM umbrella solution, which is based on NSN’s CEM on Demand platform, has clearly defined content packs which provide a view of network quality and customer experience benchmarking, roamers, device applications, and data services.
That’s a winning hand of CEM insight that operators can play to their advantage and enable best practice sharing across their regions.