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A multi-dimensional QoE assurance approach to competitive differentiation and customer retention

Anil Rao Principal Analyst, Research

"A multi-dimensional quality of experience approach to monitoring and assuring service quality can help communications service providers to create differentiation, retain customers and sustain revenue growth."

Mobile communications service providers (CSPs) in developed markets face a future of declining revenue, increasing competition from over-the-top (OTT) players, and decreasing brand loyalty. In mature markets where mobile penetration is in excess of 100%, acquiring new customers is an expensive task, compared with retaining existing customers.

This report provides:

  • a discussion of the market drivers and explains the reasons why CSPs need a multi-dimensional QoE approach
  • an overview of the key components of a multi-dimensional quality of experience (QoE) approach
  • a discussion of key use cases
  • recommendations for CSPs.