The objective of WCX
The objective of WCX is:
a) identification of critical parameters (in network perception) that drive customer behavior
⇒ This is done with the help of customer experience interviews, compatible to those that operators run as NPS or similar. It is refreshed once a month to track how competitions and technology change user behavior.
b) tracking of theses parameters along the timeline
⇒ Quality rating is done with a swipe on the phone’s screen
c) identifying the objective (technical) data that are technical reasons of user perception
⇒ This is done by integrating OSS data or any other technical data available in the existing systems.
Each level (a, b, and c) can run with internal staff and internal data sources. They can be outsourced to third parties. During the first 12 months, WCX serves as a driving force and enabler.