Recommendation Manager

Deliver an exceptional customer experience

Winning the hearts of the digital-native consumer

Digital-native consumers of today expect nothing but outstanding experiences. Digital-native companies have set the bar for meeting that expectation, bringing a customer-centric, digital-first focus and creating new kinds of value with simple and transparent subscription business models.

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The Challenge for CSPs

As Communication Service Providers (CSPs) fight to maintain market share, they must go beyond connectivity to become Digital Service Providers (DSP) and deliver new applications via new business models, putting the customer at the heart of everything they do.

A key question for CSPs today is how to compete and win the hearts of their customers and increase customer lifetime value during this evolutionary period as they transition to DSPs and deploy their 5G networks.

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Deliver an exceptional digital experience

Key gaps that CSP marketing and particularly Customer Value Management (CVM) teams face today include:

Siloed customer engagement systems and channels (i.e. customer touchpoints such as mobile app, email, SMS) leading to inefficiency and increased TCO and untapped channels / touchpoints

Lack of access to real-time network data to make more real-time, contextual, personalized recommendations

Generic customer engagement systems and tools not designed for the telecom industry, requiring heavy coding and time investment leading to increased TTM

Critical success factors for successful CVM

There are four critical success factors for successful CVM:

1

Context

Knowing how to use data when it’s fresh and most valuable, acting in real time with awareness of customers’ digital behavior to provide personalized offers

2

Relevance

Understanding what matters to customers at a given point in time and creating segments and/or micro-segments — again, in real-time — to provide relevant content in right context

3

Digital Channels

Shifting from traditional customer care, point-of-sale, email and SMS channels to engage customers via social media and other digital channels such as mobile apps, mobile wallets, games, streaming platforms and more

4

Ecosystems

Knowing how to combine offerings flexibly with partner offerings and push on-the-spot, real-time promotions (e.g., a tailored roaming offer or airport shop voucher to a business traveler)

Nokia's Monetization Recommendation Manager

Nokia Monetization Recommendation Manager; for better CVM

Nokia's Monetization Recommendation Manager is designed for DSP marketing and CVM teams to define and automate contextual customer engagements independently from their IT and network organizations, for improved CVM.

Nokia Monetization Recommendation Manager correlates data from real-time CSP systems (e.g., charging systems) with subscriber information and relevant inputs from other business support systems (BSS) to launch automated, contextual and personalized engagement actions such as recommendations, promotions and ads in real time. It starts from an understanding of customer contextual behavior and usage patterns, blending historical intelligence with real-time data and triggers.