Communications - Industry Edge - Vol. 12

Communications - Winter 2013

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Communications Edition 31. New report from CMO Council validates value of big data for CSPs Today, information is at the core of the enterprise and will continue to drive competitive advantage. For communication service providers (CSPs) it is more specifically a matter of staying relevant in a vastly changed ecosystem. Unless the CSP exploits the treasure trove of consumer data that their networks collect daily, they are in danger of providing only commodity services. CSPs manage the structured information that comes in from the daily operation of their business. But they also collect unstructured data from internal and external sources, including social media, blogs, messaging, mobile applications, and other sources. With HP, CSPs can gain actionable insight to help them provide a better user experience, offer the best, most suitable services for subscribers, and optimize network utilization. This actionable insight can also be leveraged to help them enter into "co-opetition" with over-the-top (OTT) content providers who are changing this industry's landscape. A new HP-sponsored report from the CMO Council, "Profitability from Subscriber Acuity," notes that the biggest challenge to a CSP is that customer expectations are evolving faster than the company can construct services and The biggest challenge to a CSP is that customer expectations are evolving faster than the company can construct services and experiences for them. An increase in service fees without an increase in service value is one of the top five frustrations of mobile consumers. And perceived value is directly tied to how the customer experiences all aspects of mobility service.

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