Published on March 20, 2014
© Comptel Corporation 2014 What Telco CMOs and CTOs/CIOs Are Thinking in 2014 Executive Summary Comptel Corporation GSMA Mobile World Congress February 2014
© Comptel Corporation 2014 CMOs and CTOs/CIOs agree (96%) (80%) everyone in the organisation should be interested in QoS and customer experience Nearly all © Comptel Corporation 2014 2014 is the year of great 2
© Comptel Corporation 20143 Making the mission a reality are hoping to understand gaps in the service delivery process60% 56% want to improve network performance 52% 48% are developing new products want to understand customer experience on a more granular level Priorities for 2014
© Comptel Corporation 2014 CMOs prioritise CTOs/CIOs prioritise The top priorities may differ… 4 © Comptel Corporation 2014 understanding gaps in service delivery Improving network performance
© Comptel Corporation 20145 …but all agree integration is key 60% recognise that complete access to all departments’ data would be useful 82% say it would be ideal to consolidate every department’s data or at least collaborate on decisions
© Comptel Corporation 20146 Integration isn’t currently happening Only 16%have fully consolidated OSS/BSS systems and work from the same central environment of data as all departments…
© Comptel Corporation 2014 …and few are likely to involve marketing in their technology strategy (28%) 7 (or vice versa) (20%)
© Comptel Corporation 20148 AUTOMATION How to help this? Respondents say would benefit: Customer experience management Quality of service management Operations Sales & marketing Charging & billing (62%) (60%) (58%) (44%) (40%)
© Comptel Corporation 20149 Pairing automation and data 64%say their department is in the process of leveraging Big Data to improve customer service Big data and automation leads to a more granular view of network and customer patterns
© Comptel Corporation 2014 Comptel commissioned a third-party research vendor, Vanson Bourne, to administer a 5 – 10-minute telephone survey between January 3, 2013 and February 12, 2014 to marketing and IT decision-makers (n=25 each) at communications service providers across EMEA, Asia Pacific and Latin America. The breakdown of the respondents is as follows: 10 Research Methodology Number of Employees at Company Region Role 3000+ 42% 251 - 500 22% 1001 - 300 22% 501 - 1000 14% CMO 50% CIO/CTO 50% Asia Pacific 32% Europe, M iddle East, Afri ca 50% South America 18%
© Comptel Corporation 2014 Want to learn more about the role Big Data is playing for CSPs in 2014? Check out our blog post & download the full eBook. Thanks for your interest! 11
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