Next-best actions: maximising customer value and loyalty
"Automating the next-best action process to a high degree is essential to unlocking its true value."
Communications service provider (CSPs) have large amounts of data on service quality, network performance and customer interactions that they are not making full use of. The primary objective of implementing next-best action (NBA) and next-best offer (NBO) strategies is to use all the data that a CSP has access to to improve the customer experience, retention and customer lifetime value.
This report provides an analysis of how CSPs can make the most of next-best action strategies.
Related items
Report
AI in telecoms: a strategic guide for operators and vendors
Article
CSPs’ spending on customer engagement is growing due to a focus on customer experience and retention
Market share report
Customer engagement: worldwide market shares 2023