ORLANDO, Fla. – Big data, competition with over-the-top players and the impact of the explosion in smart devices are big topics in the telecommunications sector, and carriers should consider them when building their customer relationship strategy, according to Al Kurtze, business development executive at Capgemini.
“The whole area of customer experience is one that all of the carriers have been exploring,” said Kurtze in a video interview to RCR Wireless News, during TM Forum Management World Americas (check out all pieces and see our videos). “You have to both manage it from both the input side—things like social media, monitoring what goes on at call centers and combine that with all of the Web stuff. Then you have to get it so that it interacts with the infrastructure of the carrier itself. It’s a very complicated area,” he said.
To address the new needs of customer experience management (CEM), carriers should look at their IT organization. When asked about what should be on the agendas of carrier CIOs, Kurtze said that guaranteeing operating network efficiency is key. “Understanding where you need to add capacity, where you are at capacity and moving it around, and new technologies are going to be more and more challenging,” he said. “The other thing is getting actual information out of the big volumes of data from both customer use and network use.”
