SpatialBuzz: Andrew Blake's 2014 Trends

All mobile network operators face the challenge of improving their customer service without driving up OPEX, but for those in emerging markets this is an even greater priority since customers may be less comfortable with mobile technology than those in more established markets.

As smartphone usage is increasing, customer expectations are growing exponentially. Investment in customer experience management (CEM) will be very important ‑ transparent self-help systems that communicate network capability and service status to customers will become essential to reduce the need to involve customer service agents, and also to provide crowd-sourced detection of network problems from the customer’s perspective. If the operator knows, in real-time, exactly where customers are experiencing problems, it can focus its efforts on improving the customer’s experience of the network.

We predict that all markets will see growing interest in ensuring Quality of Service (QoS) to the customer. South America will be particularly important this year due to its relatively high penetration of smartphones; forthcoming international sporting events will also put massive pressure on network capacity and will put the region’s mobile infrastructure in a global spotlight.


Andrew Blake is CTO of SpatialBuzz.

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