Customer Centric Service Assurance – Phase 3
Intelligently managing the Customer Experience
The challenges experienced by CSPs in relation to Big Data have been costly. In this catalyst, a solution is explored to efficiently and cost-effectively validate and reconcile data so return on investments can finally be realised. Using Semantic Modelling, this catalyst creates a model of data sources, to capture an understanding of human knowledge in a machine-readable format and looks at the data validation, availability and relationships of components.
- Following the cleaning of data, this catalyst also takes a look at providing customer insights, coupled with an understanding of the cost of managing and maintaining the Customer, therefore identifying their profitability, and using this to ensure successful customer experience management.
This catalyst uses the TM Forum Frameworks eTom and SID, in order to find how data is structured and aims to map the information between the two frameworks. These solutions look to enable intelligent customer experience management so that a win-win can be achieved for both the Customer and the service provider.
Previous phases of this Catalyst
We live in a world of digital disruption where products and services are being created and turned down in an operational domain that is dynamically constructed in ever increasing virtual domains in real time.
This is a new challenging environment which few of us could have imagined a short time ago. We are also at the ‘beck and call’ of our customers and their diverse products and services demands. These phenomena are prevalent in the Construction, Telecommunication, Financial or Retail verticals and shortly also, in the intra-vertical world. We also live in a world where digital transformations and new product designs are immature, to say the least, with some alarming quantitative statistics exposing this immaturity: 92% of all digital startups fail, 84% of Digital Transformation fail to reach some satisfactory outcomes.
This Catalyst explores possible solutions to address this increasingly complex service environment which includes virtual services and provides a network and customer-centric visualization of this cross-vendor inter-dependent management of services models. It also provides some candidate KPI’s to measure the successful outcome of TM Forum Frameworx.
Read the article about the 2nd phase of the project
Download the presentation slides.
Champions: GCI, Smart Liverpool
Participants: Cardinality, Galileo Software, Liverpool John Moores University
This phase of the Catalyst showed how service providers who have successfully migrated from a network centric to a service centric operational model can achieve the next step: Customer Centric Service Assurance. The contribution of this project was to develop a best practice around creating a customer centric approach to service assurance based on eTOM and other TM Forum assets. It aimed to prove how TM Forum assets can be used in this environment.
Participants: Galileo, Monolith, Liverpool University, MICTA
Videos and Images
Phase 1 project demo at TM Forum Live! 2016 in Nice
Prof. Paul Morrissey, previews Phase 1 of the project