Mobile operators’ knowledge of their customers is improving in many ways, but according to a recent report from Stratecast | Frost & Sullivan, they suffer from two major blind spots.
The first is a failure to employ social network analysis (SNA) to get closer, not just to individual customers, but also to the community of users as a whole. Second is a failure to integrate the loyalty program into the existing operator IT infrastructure: the operator’s Operations Support System (OSS)/ Business Support System (BSS). Cross-IT....