A Telecom operator, which enables users to browse the web, may now have the possibility to create a new innovate service using mash up technologies.
The starting point is that when users are online on the Internet the personalization of services, content and user interactions are seen as key to a superior customer experience. Giving this superior users experience means the Telecom Operator must build and maintain accurate models of a customer’s preferences, interests, background, etc., i.e. a user profile.
But to obtain better insight into customers’ behavior we need to look further the normal interaction with our customer and its’ history navigation: we need to look at all the user’s interactions and preferences with other services distributed perhaps across multiple web sites or service touch-points.
It’s a sort of looking the “out-of band” profile information: it’s a more holistic user profiles.
Let’s take a look in what’s behind this concept: consider a merchant’s web site who would like to personalize offers for his customers (in US we could also say coupons): most factors affecting a customer’s purchase decisions occur outside the scope of the merchant website! And the “out-of-band” information in this case has a significant impact on what, when and how customers buy and includes customers’ social/life events, data from online calendars, online shopping lists/wish lists, customers personal information management systems, social network recommendations etc; this information rely on external user’s behavior!
Now, building this holistic view of a customer is extremely hard, because the sources of this out-of-band information are diverse, typically distributed though the web and with different schemas and semantics hindering aggregation and sometimes reuse.
What if merchants could have this information!!! Consider that today they only have past shopping history sometimes correlated with demographic identifiers.
Could telecom operators build thess users profiles? Yes, they can!
For now…it’s enough. Stay connected….