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Real-time analysis is key to differentiating with personalized services for each customer. This starts with ability to quickly diagnose and respond to problems when they occur


Tektronix Communications' Chris Marshall talks about the challenges of delivering a great customer experience
Successful firms typically liaise closely with customers, partners and suppliers, and actively promote the development of employee networks
Telcos must adopt a strategy to focus on extending the customer lifecycle and creating a positive experience to differentiate themselves from other operators
Service quality must be based on more than network elements working correctly - measuring individual customer's perception is vital
While usually proficient at data-gathering, few telcos are capable of turning this data into market differentiation, new revenue streams or efficiency gains that impact the bottom-line