Data is worthless if the business can’t
SERVICE QUALITY: VERIZON CASE STUDY During the third quarter of 2017, Verizon maintained the best postpaid phone churn rate among the four largest US wireless carriers—a healthy 0.75%. According to analysts, AT&T and T-Mobile had rates of nearly 0.85% and about 1.2% over the same period, respectively, while Sprint posted a little more than 1.5% in its fiscal second quarter. Through data-driven decisioning and analytics tools, Verizon believes it has improved customer retention in large part by offering better service quality. The company said: “Data is worthless if the business can’t make use of its insights in time. “The goal is to create an empowered, real-time business where employees can connect to cloud-based dashboards or analytics tools— even when mobile—to get access to the insight or alerts they need.” Verizon boasts it “generates a lot of data” through the management of its nearly 5,000 networks and more than 340,000 security, network and hosting devices in over 150 countries. The US’s largest telco said it uses that data to “improve the performance, reliability and security” of its global infrastructure and to shape its investment plans to meet its customers’ capacity needs.
make use of its insights in time.
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