How to close the customer experience gap

Mobile operators need new approaches to close the gap between what their networks report and what their customers tell them

In the August/September edition of Vanilla Plus magazine Neil Coleman of Actix outlines how mobile operators are handling more and more customer complaints despite their operations team reporting ‘all green’ network status.  To close this customer experience gap, Neil argues that operators need to become customer centric.  They need to shift their focus from network elements to people and places. This approach will improve customer experience by allowing operators to:

• focus sales and marketing campaigns where their network is a differentiator
• target investments in network infrastructure to deliver maximum benefit to key customers
• prioritise in-house and outsourced resources on activities that have the greatest customer impact

The full article is available here