Huawei Makes Major Contribution to Defining Digital BSS Metrics for Customer Experience Benchmarks in TM Forum’s Collaboration Program

[Nice, France, May 11, 2016] Huawei makes major contribution to defining Digital BSS Metrics for Customer Experience Metrics in TM Forum’s Collaboration Program.

The current digital era requires that service providers should offer excellent experiences to meet the growing demand of their customers. Service Providers therefore need an effective and standardized set of BSS Metrics that allow them to objectively and confidently monitor indicators that track customer satisfaction levels of offered digital services and products.

Huawei has contributed to setting such BSS Metrics definitions for TM Forum Metrics Definitions by collaborating with TM Forum members in the TM Forum’s metrics development project.

PRINCIPLES OF DIGITAL CUSTOMER EXPERIENCE METRICS

Huawei has collaborated with the TM Forum metrics development project to contribute the initial set of standardized BSS metrics. These initial metrics have been vetted and will be included in the TM Forum master metrics repository. These metrics fall into the following five key areas of digital service experience, which was initialized by Huawei’s ROADS (Real-time; On-Demand; All-online; Do It Yourself; Social) concept:

• Mobile

Business & service functionality available in mobile apps for users, so business & service mobility is ensured anytime & anywhere.

• Social

Utilizing existing relationships of customers via social channels to measure product, brand and service information.

• Personalization

Personalized recommendations, search, product & service displays to users based on their purchased products & services and big data analytics.

• Smooth Surfing

Seamlessly support communication in multiple channels, across channels, anytime, anywhere and on any device. Ensure consistency of product purchases & service support.

• Fast Response

For users purchasing goods or to handle business, ensure quick response to the user's request.

The team has defined 16 suitable and effective KPI metrics for the above five key areas of digital services experience, which will be incorporated into the Metrics Definitions of the TM Forum’s Frameworx 16 Guidelines.