Network experience product management

Что мы знаем про network experience

Network engineering измеряется cell-level KPIs (availability, throughput, session failure rate). Customer experience измеряется NPS, complaints, churn. Связь между ними нетривиальная.

Большинство операторов имеют excellent cell metrics и плохой NPS. Reconciliation требует product discipline на стыке domains.

Наша экспертиза:

Customer-impact KPI redefinition. Cell-level KPIs остаются, но customer-impact dominates dashboards.

Geofence-based incident management. Связка network NMS → notification fabric → push customers in zone.

Compensation automation. Significant outage triggers automatic compensation без manual approval.

Customer service integration. Live network status в contact center.

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

Crowd-sourced sensing. App-based passive measurement у opt-in customers — fills gap там, где cell metrics не достоверны.

Где мы помогаем

Network Experience Diagnostic — gap between cell metrics и customer perception. 4-5 недель.

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

Customer Voice Routine — встроиться в weekly network review с customer impact lens.

Что мы привносим

Cross-functional bridge между CTO/network team и CMO/customer experience team.

Опыт реальных reconciliation engagements.

Independence от network vendor obligations.

Связанное

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