Customer experience models can help streamline the decision-making process in telecoms operations

Communication service providers (CSPs) face regular network performance issues and faults. However, not all of these issues impact customers equally. Traditional methods of linking network performance issues to customer experience have been limited by complexity, cost and time constraints. Advances in technology, particularly AI, and the integration of diverse data sources are enabling the creation of synthetic customer experience models that have the potential to bridge the gap between network events and the impact that these have on customer experience. We explore this topic further in this article and in our recently published report.