Measuring real customer perception of networks performance: The first step to automating corrective actions

In an increasingly competitive market, where customers are more demanding than ever and prone to change habits quickly, operators are obliged to adopt a customer-centric approach that relies heavily on advanced technologies and constant innovation. According to our guests, innovation is key in moving on from a network-centric way of operating to a customer-centric one which means taking decisions for network operations are based on the quality the customer is perceiving rather than any network alarms. Here to discuss this change in strategy, the complexities of innovation in customer experience and other topics such as the methodology that Nokia uses to accurately calculate the Customer Experience Index (CEI) which involves measuring each customer using passive probes, are Fernando Aymerich Trénor, Account Manager for Telefónica Spain at Nokia, and Fernando Rex, Partner and Head of Network Business at NTT DATA Europe & LATAM. Listen to the eighth episode of our podcast series dedicated to the telecommunications industry where, together with our guests, we talk about measuring the real customer perception of network performance to unleash the autonomous network paradigm. Guests: Fernando Aymerich Trénor - Account Manager for Telefónica Spain, focused on the Cloud And Network Services business domain, at Nokia Fernando Rex - Partner and Head of Network Business at NTT DATA Europe & LATAM