skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

This case study highlights how Finnish operator DNA developed a customer experience management (CEM) solution in partnership with Ericsson.

Highlights

  • The key objective for DNA and Ericsson was to improve customer experience by increasing agent visibility into customers' perception of service quality.

Features and Benefits

  • Learn how CSPs can improve customer experience by continuously enhancing visibility into service behavior.
  • Provides insights into the role of big data and analytics in solving the customer experience challenge.

Key questions answered

  • What approach did Ericsson and DNA take in deploying the solution?
  • Why was it critical for DNA to prioritize improving customer experience?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations for the CSP industry

  • Recommendations for CSPs
  • Recommendations for vendors

Improving customer experience by continuously enhancing visibility into service behavior

  • Setting the business context

The role of big data and analytics in solving the CX challenge

  • The existing landscape hindered DNA's care agents' view of customer issues
  • DNA embarks on a transformation journey involving people, processes, and tools
  • Ericsson provides a CEM solution that uses big data analytics to provide greater visibility to care agents

Outcome assessment

  • DNA's CEM solution yields multiple results and benefits

Lessons learned

  • Develop CEM solutions that are data-driven and unify network and customer data
  • Get your employees involved in CEM strategy
  • Work closely with vendor partners to develop agile development practices
  • Track KPIs relative to customers' perception of services provided
  • Support your CEM solutions with a knowledge-based system

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316


Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now