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Customer Experience Insights

A foil hand holding smartphone 

Ericsson Customer Experience Insights actively looks for key drivers of bad customer sentiment and AI algorithms automatically recommend proactive actions to improve the customer satisfaction and revenue growth.

The solution leverages on a 360 analysis of customer issues – considering surveys, complaints, social media, network and service KPIs – and makes degradation predictions with root cause analysis resulting in proactive actions, ultimately improving ARPU, churn and referral acquisition.