ParadoxWhat to do when your network performance KPIs
are green, but the experience of the customer is
one of seeing red.
Posting pictures from
a music festival
Calling your grandma to
say happy holidays
Connecting the customer experience to service and network
performance solves the performance paradox by…
It’s the biggest holiday of the year, and
several calls to family members were
dropped on the first connection.
Almost every call connected.
Wow, we reached our target!
on the train home
Bridge the performance
and perception gap
Regional accessibility target.
“Yes, we exceeded it!”
Expected availability to access social media.
Sadly, network availability was erratic all
weekend in such a remote location.
#noservice #badcoverage #annoyed
Actual throughput during rush hour:
90% of commuters are streaming
video on their way home
Average throughput delivered over
24 hours throughout the city – as
tracking customer experience
with the Experience Management
monitoring the service performance
in the Service Operations Center
and enabling necessary network
and KPI adjustments.