The big question facing communication service providers today is where to find real opportunities for value creation. While the pressure is on to keep the pace with the latest technical innovations (such as 5G), greater investment in customer experience management might be the key to CSPs successfully establishing themselves as market leaders in customer satisfaction. An increased emphasis on customer experience initiatives will enable operators to grow their subscriber base while minimizing churn and creating a more predictable revenue stream to fund the growth of their business. By offering compelling user experiences where every interaction is personalized, fast and user friendly—and simultaneously providing adapted bespoke offers—operators will be able to differentiate themselves from their competitors by better meeting the needs of their customers.
Zain and EXFO will demonstrate how to leverage AI and machine learning to prioritize customer experience and thereby protect and generate revenue streams. To do so, we will examine several compelling use cases addressing the following topics:
- Data service acceleration – In a highly competitive landscape, Zain Group launched new 4G data services and was eager to achieve greater differentiation to gain market share. Zain called upon the expertise of EXFO to accelerate new service adoption and revenues by ensuring fast access to vibrant digital content and the best quality of experience to its customers.
- Churn prediction – By using a unique machine learning predictive model, which works with variables from the network on top of traditional CRM variables, it is possible to identify the behaviors of customers, then act accordingly to better serve their needs and retain them.
- Fraud prediction – Effective investigation of SIM Box fraud protects against significant financial losses and compromised quality of experience for customers.
- Customer insight and segmentation – The best route to subscriber centers of interests is through the categorization and segmentation of web traffic to increase customer lifetime value. In addition, predictive analytics helps to increase knowledge and understanding of customer behavior so that operators can provide them with optimum offers from which they can derive the most value.