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Understanding the needs of customers is central to Vimpelcom's business transformation process

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Liubov Sabinina, Head of Customer Experience Analytics Department, Vimpelcom

What do subscribers want from their voice and data services, and where do they want them? The analytics department of Vimpelcom Russia seeks to do this, to find out what quality indicators are required, and to focus the efforts of technologists on areas where it really matters to the customers. Because Vimpelcom believes it has reached the limit for organic customer growth, so it now needs to grow its revenues from its existing customer base. Transformation is happening fast, but customers demands are growing too: Internet, social networks and video traffic is booming on its mobile network, placing high demands on its network capacity, hence moving to LTE and ensuring devices are available and ready for deployment. 
 
Filmed at Broadband World Forum, Amsterdam, 21-23 October, 2014.

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