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Most Important OSS/BSS Initiatives of 2011 Asia Pac Survey: In 2011 What are Your Most Important OSS/BSS Company Initiatives (Pick 3)? Results from March 2011 Joint Stratecast – telecomasia Survey, Source: Frost & Sullivan analysis.
Service quality continues to be a significant concern. If it doesn’t work as promised, customers will find another provider they perceive that does a better job.
CSPs must also be able to make changes to existing services and create new ones in minutes and hours, not days or weeks.
Frost & Sullivan believes that successful CSPs over the next five years will be those that can deliver new service offers with customer personalization functions.
Asia Pac Survey: In 2011, assuming that a better customer experience for both consumers and enterprise customers is the long-term goal, what areas of your organization need help? Results from March 2011 Joint Stratecast – telecomasia Survey, Source: Frost & Sullivan analysis.
According to the results of Asia Pacific Survey, the top three customer-oriented business functions that are receiving the most attention in the organization are customer care, customer experience management, and business analytics.
The above three business functions are inter-related and focus on one function creates a need to update the other functions
The customer care/self care and customer service assurance (CSA) – a part of CEM – are critical ingredients for providing a quality customer experience.
Asia Pacific Survey: In 2011, which customer-oriented business functions are receiving the most attention in your organization? (Pick any 3) Results from March 2011 Joint Stratecast – telecomasia Survey, N=201 Source: Frost & Sullivan analysis.
CEM is the is the practice of collecting usage information from all practical sources (network devices, signaling links, user devices, content servers, and management databases) concerning the level of quality associated with the services they pay for. This is then used by both business and technical departments to improve service.
Solutions for measuring the customer experience, a.k.a. Customer Service Assurance (CSA) are receiving the most attention from the mobile services sector.
Measuring the customer experience is vital for long-term sustainability of service quality and to understand how effectively services meet customer expectations.
Asia Pacific Survey: Does your company currently have a Customer Experience Management program? Results from March 2011 Joint Stratecast – telecomasia Survey, Source: Frost & Sullivan analysis.
Results of the APAC survey show that service providers are giving increasing importance to CEM; the percentage increased from 33.9 percent of organizations in 2008 to 82.3 percent in 2011.
The top four order ranking of the CSP work teams heading up a CSA/CEM program has remained relatively consistent from the first reader poll in 2008 till date (2011), with customer care and marketing leading the charge.
As customer life changing services become more prevalent and as CSA business strategies work through all parts of a CSP with the help of near real-time data analytics, the need for CSA data will become much more equalized between all work teams.
Asia Pacific Survey: In 2011, who heads up your CSA / CEM program? Results from March 2011 Joint Stratecast – telecomasia Survey, N=143 Source: Frost & Sullivan analysis.
Understanding what the customer wants or needs, for future services, requires a composite knowledge of patterns and preferences.
Analytics uses the power of statistical analysis and large-scale data mining to correlate seemingly unrelated bits of data in a way that may lead to important–even actionable –insights.
Predictive analytics technology mines historical records to identify patterns that may indicate, for instance, the likelihood of customers with a particular profile to purchase a particular new product.
Asia Pacific Survey: In 2011, does your company use customer data analytics and/or business intelligence to better anticipate customer needs? Results from March 2011 Joint Stratecast – telecomasia Survey, N=201 Source: Frost & Sullivan analysis.
Self care is a major means for lowering operating costs and improving customer satisfaction.
While customer portals are a major initiative at present, self care will be expected by customers for most service support needs from now on.
Except for “its not working” types of support needs, a majority of customers for both mobile and fixed-line broadband services prefer to use self care.
According to Asia Pacific Survey: 68 percent of respondents have a customer self care portal in place or will have it operational within 6 months.
Asia Pacific Survey: In 2011, does your company provide customer self care or e-care for most of its service offers? Results from March 2011 Joint Stratecast – telecomasia Survey, N=201 Source: Frost & Sullivan analysis.
Supporting New Business Models and Cloud Services
Cloud services are here to stay, they are the wave of the future.
Cross-industry 2.0 is defined as the collaborative interaction of goods or services from one industry that, when placed together with those from another, create an impressively changing assortment of offerings that improve business efficiency and customer appeal.
Almost 2/3 of the survey respondents recognize the importance of new business models to the industry.
Asia Pacific Survey: In 2011, cross-industry business models (telecom 2.0) and cloud services are relatively new concerns for the telecommunications industry. Is your company actively working to bring such capabilities to market? Results from March 2011 Joint Stratecast – telecomasia Survey, N=201 Source: Frost & Sullivan analysis.
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For Additional Information Donna Jeremiah Corporate Communications Asia Pacific +603 6204 5832 firstname.lastname@example.org Carrie Low Corporate Communications Asia Pacific +603 6204 5910 email@example.com JayeshEaswaramony Vice President ICT +65 6890 0999 firstname.lastname@example.org Jessie Loh Corporate Communications Asia Pacific +65 6890 0942 email@example.com