2. 2
Report of research based on a sample of
8,000 CE executives from 239 countries and
regions of the world as well as in-depth
interviews of 53 leading authorities on CE
from six continents presents:
as main reasons of problems with customer
perception, despite enormous investments
into the area.
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disjoint Customer Experience practices,
silo mentality,
obsolete measurement methods,
1
The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms, Beyond Philosophy
2
How To Achieve a Great–and Profitable – Customer Experience, Bloomberg Businessweek Research Services
3
(39% of the votes) followed by the Banking industry (with 22% of the votes)
Problem?
OxfordDataScienceCentre,onthebasisofcross-industryexperience, developedaData-DrivenCustomer
ExperienceManagementFrameworkenablingfullunderstandingofcustomersanddeploymentofproperCE
businessactions.
Our framework is based on following CE values:
Our goal is to provide company employees across departments and managerial levels with
Descriptive and Predictive CE analyses, followed by the Prescriptive one to form
pro-active, not reactive,
aligning Company Delivery Chain to Customer Value Chain,
based on effective communication to all internal stakeholders.
an integrated, insight
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actionable !
Solution:
Data-Driven
Customer Experience
Management
DATA SCIENCE
CENTRE
92%
the top
Customer Experience as
strategic objective,
1
of Teleco executives declare
and yet they rate their CE experience
pretty low. And so do customers.
LinkedIn users voted Telcoindustry as 3
providing customer experience .
Also, no Telco company in the world was presented as an outstanding CE provider
the worst
!
3. CE strategic analysis
Strategic analysis defines future
operations.
all
Accuracy of the analysis and following
actions rely on completeness, and level
of integration of all elements.
Presented below is an extract from our
analyses for CE related activities.
1
Simplified model
Service quality Devices qualityCost &BillingCustomer Care
MarketingInfrastructure Operations SalesFinances
Department
1
Strategies
Perception
drivers
AcquisitionEfficiencyRetention
Business
Goals
OPEX Delivery Chain Marketing CostsARPU
Marketing mixNPS/CSAT Conversion funnelCAPEX CLV
Cost of Retention Cost of AcquisitionFinancial predctions
CPC
LCR
LCT
CPL
Customer Effort Score
Channel Availability
Channel Cost
Risk analysis
Marketing campaign ROI
Communication metrics
Propensity analyses
Lost sales
Social Media mining
User-feedback mining
Contact log mining Product review mining
Customer expectations
Response optimization
ROI optimization
Loyalty drivers optimization
Infrastructure & Operations ROI
AOV
Customer satisfaction
Agent utilizationFTR
CHDSoA
Cross- & Up-Sell
Data-Science enables seamless integration of all above analyses and enhancing them by
precise existing and potential customer segmentation followed by predictive analyses.
Data-Driven
Customer Experience
Management
DATA SCIENCE
CENTRE
4. Our Offer
Customer identification
Personalization
Contextualization
- CRM & Big Data based customer
segmentation and profiling
- CLV analysis and scoring
- Customer Journey mapping
- Microsegmentation
- Loyalty programs
- Welcome-back packages
- Cross-channel data integration
- Intent Prediction
- Real-Time analytics
Data-Driven
Customer Experience
Management
DATA SCIENCE
CENTRE
Oxford Data Science Centre can help in
development of an integrated analytical
framework, as well as application of
selected analyses into existing ones.
Below we present some of our
Customer Experience related analyses:
Quality Assurance
Ease of Interaction
Outcome of Tansaction
- Customer Value Chain to Delivery Chain
alignment
- Supply chain optimization
- Vendor Management
- UX testing (sales & self-service)
- Staff training accuracy and efficiency
- Gamification
- Predictive analyses
- Visualisation and reporting
- Voice of Customer initiatives
5. DATA SCIENCE
CENTRE
About
assistance in information retrieval,
(big) data processing and understanding,
experiments and analytical protocols design,
statistical analysis and interpretation,
visualisation,
prediction models and forecasting.
us
-
-
-
-
-
-
Oxford Data Science Centre Ltd, present on
the market since 2003, is a company focused on
solving data science and big data related
problems.
We offer wide range of services including:
In our work, we use a collection of top edge data
inspection tools ranging from the classical
frequentist inference to modern machine learning
methods. We always pay particular attention to
uncertainty measurements and effect size
interpretation in order to guarantee the most
comprehensive and reliable results.
We have gained recognition and trust by
preparing, conducting and analysing web surveys,
integrating and intensifying data use of strategic
company functions, constructing quantitative
models of bio-molecules production, and solving
big data classification problems for many
international partners.
Contact details
Postal address
E-mail
Telephone
Website
154 Oxford Road
, Oxford
United Kingdom
+44 1865 521 119
www.oxford-data-science.eu
OX4 2EA
office@oxford-data-science.eu
