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The WCX app and its distribution

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The WCX app and its distribution

Beginning with WCX our app allows active and passive user communication (asking for feedback or receiving feedback). Many operators have their own app spread among the customer base. The WCX app adapts to pre-defined procedures (push service ability required).

The WCX app collects minor amounts of information that are insignificant in terms of cost.

The app runs on smart phones and communicates with a cloud database in two possible ways.

Active: the network sends a signal in case of a critical event (‘video uploaded to Facebook’) which triggers a ‘flash feedback request’. At the same time the relevant technical parameters are recorded

Passive: the user signals a problem. At the same time, the technical data is being recorded and reveals the technical background of the problem.

The technical data is transferred to the same cloud database where they are merged and analyzed.

The analytical results are constantly updated and can be accessed by authorized staff/departments of operator. Apart from network management, typical users are marketing, customer service and, in the context of personalized services, service orchestration.

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Benefit for the operator

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Benefit for the operator

  • Operator success rises with customer loyalty. Loyalty is driven by perceived quality.
  • Operators get ‚hard‘ data for ‚soft‘ customer behavioral patterns. The can be married with technical analyses.
  • According to the customer view, the relevant set of data is small and easy to handle in day-to-day operations.
  • For each of the relevant parameters, an economic figure show how much it moves in terms of contract value.
  • Operator gets data about critical incidents on the customer journey to create efficient improvement initiatives (where business or strategic values are at stake).
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WCX as global reference standard

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WCX as global reference standard

WCX provides a subjective quality reference across networks of all suppliers and all kinds of customer groups and across the 20 major countries in the world.

This reference is taken to ensure a possible bias in quality data. This policy is supposed to distinguish between a local and a global optimum. Examples of sources of a bias:

  • Measures are taken only in the environment of a single network. Some of the results cannot be generalized
  • Our feedback base suffers from a kind of structural bias that distorts results (e.g. a high percentage of low-level devices in the network)

The reference measure is especially important when it comes to estimate the economic value of an action, a functionality, or any improvement measure.

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WCX Reports

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WCX Reports

Subjective Quality Study in the Americas 2017

Looking at business from the source of cash flow

Here you will find some answers to the WHY of customer churn, what users demand and how they make decisions. The data that we have gathered from representative samples in 6 countries across the Americas, provide insight strictly from the user perspective. In these summaries we look at the background to these questions, even if we are restricted to a small amount of information in this document.

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k.knoll

Introducing QuEST WCX

The objective of WCX

WCX as Managed Service

How is WCX used?

‘Subjective’ data and their technical reference

The WCX app and its distribution

Benefit for the operator

WCX as global reference standard

WCX Reports

Creating value in customer interaction

In the telecommunications market, value is created along the customer journey. Value has to be defined from a customer perspective, because essentially it is the customers who are the source of the flow of finance in the industry.

When it comes to creating value, operators face limitations in terms of their ability to differentiate themselves. Subjectively, value is created as subscribers use their smart phones in different contexts and situations and for various purposes. Value is generated by the network and its services while interacting with users. In these interactions, it is the network side that creates value and the user side that judges it.

WCX measures all the value-creating items in the network, combining the subjective data of the user side with the objective (technical) data in the stream of interactions. In this flow, we derive subjective and objective quality data that cast a differentiated light on value. We also target value being created i.e. the value potential beyond the actual level. We use strategic references to model the optimal value and to provide signals which can be used to adapt services in way which can optimize the individual value.