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To compete profitably in the fast-changing mobile broadband market, telecommunication operators need to fight the forces of commoditization.

Operators need to take a new approach to customer relationship management, whereby all customer interactions are performed in the context of the customer’s end-to-end experience.

IPv6 is a reality. Network technologies, services and support systems are ready for it, with IPv6 device support widely available and operators already deploying IPv6 in their networks.

As the mobile broadband market enters its second wave of revenue development, differentiation is the name of the game. To stand out from the crowd, operators will need to offer a widespread, high-quality user experience and a range of differentiated services to attract different subscriber types.

Accurate insight into customer service experience has never been more essential for operators competing in a market increasingly driven by end user expectations. The concept introduced in this paper represents a response to the Service Assurance challenge by combining a new business-oriented level of key performance indicators (KPIs) for user-experienced services with structured measurement, network reporting and event-based drill-down functionalities.