Using Big Data to Improve Customer Experience and Business Performance

  title={Using Big Data to Improve Customer Experience and Business Performance},
  author={Jeffrey Spiess and Yves T'Joens and Raluca Dragnea and Peter Spencer and Laurent Philippart},
  journal={Bell Labs Technical Journal},
In an environment where communications service providers (CSPs) increasingly have the same service offers and devices, offering a superior customer experience is a priority to compete. Solutions that have the ability to highlight what really matters in driving customer satisfaction and deliver actionable insights from their wide-reaching customer, network, and service data are key differentiators for CSPs. This paper explores ways of integrating big data insights with automated and assisted… CONTINUE READING
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