Business Benefits of the Total Customer Experience: Mapping NPS to Revenue

Measuring and managing the customer experience (CX) has been an increasingly important aspect of Communications Service Provider (CSP) operations as the CSPs vie for the most valuable customers and work to increase sales to all of their customers. Towards this end, many CSPs have tied managers’ – or even all employees’ – compensation to customer satisfaction measures. “What is the quantitative business effect of increasing customer satisfaction?” This paper provides an answer to this question. It also maps the benefits of three of Oracle Communications’ premier offerings to improve the operations, lowering costs and improving the customer experience – the Rapid Order Design and Order Delivery (RODOD), Rapid Service Design and Order Delivery (RSDOD), Intelligent Policy and Charging (IPC) and C3 solutions.