In a competitive environment, with so much emphasis on the need for communications service providers (CSPs) to offer more personalized services to increase customer loyalty, the network plays a crucial role, explains Kent McNeil, Vice President of Software for Blue Planet. While the connection between network infrastructure and the customer relationship isn’t obvious, it is actually what drives personalization of services and competitive edge.
Enhancing the customer experience and lowering churn rates are key objectives for CSPs; however, an influx of competition is challenging customer loyalty. Equally, leading-edge technologies, from devices to cloud, have created new visions for consumers and enterprises. This has significantly changed customer demands, as well as expectations about how those requirements are fulfilled. Customers expect more personalized services, with tailored offers and ease-of-use.