Network experience product management

What we know about network experience

Network engineering is measured by cell-level KPIs (availability, throughput, session failure rate). Customer experience is measured by NPS, complaints, churn. The link between them is non-trivial.

Most operators have excellent cell metrics and poor NPS. Reconciliation requires product discipline at the seam between domains.

Our expertise:

Customer-impact KPI redefinition. Cell-level KPIs stay, but customer-impact dominates dashboards.

Geofence-based incident management. Network NMS → notification fabric → push to customers in zone.

Compensation automation. Significant outage triggers automatic compensation without manual approval.

Customer service integration. Live network status in the contact centre.

Customer feedback loop back to network. Post-incident NPS survey, root cause analysis.

Crowd-sourced sensing. App-based passive measurement among opt-in customers — fills gaps where cell metrics are not reliable.

Where we help

Network Experience Diagnostic — gap between cell metrics and customer perception. 4-5 weeks.

Network Experience Programme — 9-12 months. KPI redefinition, alert pipeline, compensation framework, integration.

Customer Voice Routine — embed into weekly network review with a customer-impact lens.

What we bring

Cross-functional bridge between CTO/network team and CMO/customer experience team.

Experience of real reconciliation engagements.

Independence from network vendor obligations.

Related

• /en/solutions/telecom-network-experience-platform/ — network experience
• /en/cases/telecom-network-experience-monitoring/ — case
• /en/use-cases/telecom-network-anomaly-customer-alert/ — alert
• /en/architecture/telecom-observability-stack/ — observability