The customer experience has never been more important than it is today and telcos have to learn that - or the OTT players will rule their world

Gabriele Di Piazza says that with the evolution of the new networks, customer experience has never been more important than it is now. He says that for telcos, CSPs and network operators, the collection of real-time data together with its analysis and manipulation will be fundamental to the future success, and even the continued survival, of many players across the length and breadth of the global industry. What's more, telcos and CSPs will have to take full cognisance of the customer experience not just on the network but also off-network and in the retail sphere. He believes that analytics will soon play a leading role not only in defining but also in predicting the actions that telcos will need to take in meeting the dynamic demands of their customers. He also points out that mobile edge technologies will fail without the ubiquitous availability of a software-defined network.

FILMED AT: The Great Telco Debate, 2016, London