Big Data and Analytics in Latin America: Telcos Adopting Big Data and Analytics Tools Aiming Enhanced Customer Experience and Business Productivity

2017-11-09
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Published : Nov-2017
No. of Pages : 40
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Big Data and Analytics in Latin America: Telcos Adopting Big Data and Analytics Tools Aiming Enhanced Customer Experience and Business Productivity

Summary

Major countries in LATAM such as Brazil, Mexico and Argentina are witnessing digital transformation, as seen by high mobile penetration, expanding IoT ecosystem, and rising adoption of cloud computing, social media and e-governance platforms in these nations, the volume of digital data being generated in the region is enormous. These calls for organizations across industry verticals in LATAM to leverage Big Data and Analytics (BDA) that can help them analyze such data and derive meaningful business insights from it, which can be used to make well informed decisions. While commercial adoption of Big Data and Analytics (BDA) in LATAM is still nascent, there are many organizations, mainly in finance, IT and telecom sectors using or keen on using BDA to reach their goals.

With rising market competition and falling ARPU, LATAM telcos are under pressure to increase their productivity and enhance their customer experience to sustain their business prospects. This scenario is driving telcos to use Big Data and Analytics (BDA) for analyzing huge data volumes generated from the industry and gaining valuable insights into key trends and demand drivers in the market, which then can be leveraged to devise customized services, pricing plans, marketing campaigns, promotional strategies etc., in less time, with less effort and a high success rate.

Additionally, Big Data and Analytics (BDA) enables telcos to analyze customer interaction data from CRM platforms and call centers to understand biggest customer pain points such as issues with network or services rendered and take remedial measure to achieve positive customer experience.

Currently the demand for skilled Big Data and Analytics (BDA) professionals capable of integrating, analyzing and interpreting huge amount of data efficiently, far exceeds the supply in LATAM. Telcos in the region are therefore keen on achieving BDA expertise for sourcing data, building data models and upgrading analytical abilities either by hiring big data companies and partnering with them.

In the past few years many telcos in LATAM region have been working with technology providers and consulting firms on a range of Big Data and Analytics (BDA) projects. Also, BDA implementation is highly capital intensive, given the high upfront costs of BDA platforms, hardware and software. However, operators in LATAM are rearranging their organizational structure and defining investment roadmaps to scale up their Big Data and Analytics (BDA) investments.

The report “Big Data and Analytics in Latin America: Telcos Adopting Big Data and Analytics Tools Aiming Enhanced Customer Experience and Business Productivity”, offers a thorough study of the Big Data and Analytics (BDA) adoption in the LATAM telecom market. The report analyses BDA adoption by LATAM telcos, market drivers and challenges impacting the adoption of BDA by telcos in the region, and implementation strategies adopted.

The report consists of following sections –
– Section 1: Regional Big Data and Analytics (BDA) Context – this section provides BDA taxonomy, participants involved in the Big Data ecosystem and explains benefits of BDA integration by the telcos.
– Section 2: Drivers and Inhibitors – this section provides analysis of different drivers and inhibitors impacting BDA adoption in LATAM telecom market.
– Section 3: Case Studies – two case studies are presented of the leading telcos in LATAM that have adopted BDA in their business operations, with roadmap for BDA implementation and key outcomes.
– Section 4: Key findings and recommendations – it consists of a summary of key findings and a set of recommendations for telcos, BDA service providers and regulators.

Companies mentioned in this report: Accenture, Amazon, Amper, Cisco, Claro Brazil, Cognitiva, DELL, Ericsson, Exacaster, Google, HPE, Huawei, Nokia, Oi, Oracle, PWC, Qognify, SAS, Tableau, Telefónica, Tigo, TIM Brazil, Wipro

Scope

– Customer segmentation is a key analytical model and component of BDA solutions helping companies to reach their prospects with higher predicted conversion rates and designing specific campaigns for targeted subscribers driving higher return on investment for companies.
– As per GlobalData survey, 60% of respondents reckon that the ability of BDA to help them achieve positive customer experience and thereby realize increased customer loyalty and low churn as a major driver for BDA adoption.
– Currently the demand for skilled BDA professionals capable of integrating, analyzing and interpreting huge amount of data effectively far exceeds the supply. GlobalData survey points that this is one of the main challenges for BDA adoption by telcos in LATAM.

Reasons to buy

– Customer experience is the key differentiator driving customer loyalty and subscription base. BDA adoption is helping operators to enhance customer experience by the use of predictive analytics tools.
– Report provides results from BDA survey conducted by GlobalData where LATAM telcos state their main drivers and challenges for BDA implementation.
– Case study of leading telcos in the region who have adopted BDA in their business operations is included in the report. It focuses on different BDA adoption strategies and its benefits on the operator’s businesses.
– By understanding the market, different stakeholders in the BDA ecosystem can develop strategies and increase their participation in the growing LATAM market.

Filed in: Information Technology
Publisher : GlobalData
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