Why Customer Experience Matters

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Why Customer Experience Matters

Last week, Empirix announced the deployment of its Customer Experience solution with UK-based Telefonica O2. The solution’s implementation is evidence of an evolution occurring within the Service Assurance segment: Service providers such as O2 require solutions capable of providing greater levels of visibility into network traffic data, as well as the services and vendor devices deployed in an environment. But the real requirement now is the ability to provide specific insight into the customer base, enabling providers to understand gaps in service and quickly identify concentrated problem areas. Equipped with this knowledge, O2 is empowered to rapidly enhance service capabilities, improve customer experiences, and mitigate the risk of customer churn.