6 Ways Communications Service Providers Can Capitalize on Streaming Analytics

Reducing customer churn has become a high priority for all communications service providers (CSPs) as markets mature and competition intensifies. Why do high levels of customer churn still persist? According to a 2014 study by Bain & Company, CSPs need to focus on the entire customer journey and not just the latest unsatisfactory event, excel at a few interactions from the very beginning to build equity with the customer, identify the subset of root causes that have the greatest impact, and earn the customer's active advocacy by delighting them at key moments.

Streaming analytics enables CSPs to capture and analyze customer interactions across the network, in real-time. It combines and correlates customer profile, CRM, location, network, and usage data to create a 360-degree view of the customer, putting CSPs in a position to identify and act on issues and trends that may impact a customer's experience before the customer even becomes aware.