Getting the tools to make you customer savvy

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Brendan O’Reilly, CTO, O2

Understanding your customers well enough to drive change is hard, says O2’s CTO, Brendon O'Reilly. That’s partly because you need to pull together a plethora of customer insights from surveys and network data - all in real time - and that’s not only challenging, but critical with 5G on the horizon. So O2 has been working with Nokia and its evolved Service Operations Center (eSOC) platform which features closed-loop automation, enabling SPs to quickly detect, diagnose and recover from service-impacting issues without human intervention. Nokia was chosen, says Brendon, because it was able to demonstrate that it was as focussed on its customers and partners as O2 was on its own customers. One result, Brendon maintains, has been that O2 is more fluid and timely in its operational decision-making.

Filmed at O2 Head Office, UK

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