Big Questions Live – Exclusive Content Hub
Welcome to our content hub.
The content on this page is dedicated to examining how the Telco & Media and Energy & Utilities sectors can deliver real ROI in their respective industries through better understanding their customers and providing a differentiated, and personalised customer experience.
The content below is split by industry – ensuring maximum relevance to your challenges and day-to-day operations.
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Telcos are looking for systems that provide actionable insights on customers’ behaviour and activities, especially in real time, to deliver on key ambitions. This Ovum Decision Matrix will identify how the leading customer analytics vendors stack up against each other in terms of their technology, execution of strategy, and market impact.
A Frost & Sullivan White Paper. Stratecast Analysis by Jeff Cotrupe.Report
Prepared by Caroline Chappell, Principal Analyst, Cloud & NFV, at Heavy Reading.
Increasingly, mobile network operators are deploying telecoms analytics solutions to profile and segment their customers in a bid to improve customer experience management (CEM) and drive new revenues.Report
Utilities need to improve their approach to analytics, read the blog hereExpert Blog
Customer Experience Management for Energy and Utility Companies: The Path to Happy Customers and Greater Results
Aberdeen research paper.Report
Powering Up Customer Experience – How Utilities Can Reinvent Their Business Model to Delight Customers
By combining data streams from engineering, maintenance, operations and customer relations that have long been kept in separate silos, and overlaying that with analytics, utilities can make better decisions in real-time, develop energy solutions and move from being reactive to proactive, leading to more satisfied customers.
In this Utility Dive Playbook, we take a look at game-changing ways utilities can reinvent their outdated business models to establish a positive, trusted brand that creates more satisfied customers.Report
Energy companies are being challenged on multiple fronts. Core expectations require the delivery of safe, reliable, affordable and sustainable energy. Business models are being challenged by alternatives such as renewables and consumers demanding more sophisticated interactions through social and mobile.
Energy companies need to:
- Disruptively innovate business processes through analytics driven operational excellence to increase agility and responsiveness, reduce operational costs and improve asset reliability
- Assume the role of energy integrator to optimally balance supply and demand points
- Deliver a 360-degree customer-of-one experience to increase customer satisfaction and loyalty, reduce costs, and improve management of energy demand
IBM Predictive Customer IntelligenceReport