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.
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.
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:
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
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
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
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.
Benefit from engagement models built for different telco customer segments, lines of business and selected CVM strategies
Full access to real-time network events and network analytics through Nokia’s unrivaled domain expertise
Designed for marketing
Plan and configure new promotions for different target audiences in minutes
Configure new touch points immediately without the need for separate ICT projects for each system integration
Focus on CX
Personalize customer interactions and touchpoints based on services used and money spent on your brand
Open APIs enable seamless connectivity, operational agility and customer centricity across a complex digital services ecosystem