CSPs: Why are you struggling with your net promoter score?
How User Behavior Data Can Help CSPs Prosper in an OTT Era is an audio white paper written by Jeff Cotrupe and narrated by Graeme Noseworthy. Cotrupe is industry director for big data and analytics at Stratecast | Frost & Sullivan, and Noseworthy is with the content marketing team, IBM Analytics, at IBM. The white paper explores how the growth of over-the-top (OTT) services delivery has created a whole new ecosystem of competing players to give consumers the content they want regardless of time, location, device or network.
This competition is having a massive downstream effect on customer satisfaction and revenue generation opportunities for communications service providers (CSPs) across the telecommunications and mobile industry. Cotrupe dives deep into the signals inherent in net promoter scores and other customer satisfaction ratings. CSPs are challenged to understand customers in the moment to look past what the network is doing and see how users are behaving.
The white paper also postulates that consumers don’t mind collection of their data, if it is used to improve services offerings. Once CSPs can correlate net promoter score with subscriber experience, they can reduce churn and increase sales. Cotrupe lays out the real-world examples and next-best steps needed to not only prosper in the industry, but also to win the game.
Listen to the complete audio presentation below or download the white paper.