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Fragmentation
The burden of
fragmentation in mobile
industry is just getting
more challenging and
impacting the behavior.
Lack of Visibility
Focus on monitoring
number of transactions
without understanding
about end-to-end
experience, customer
behaviour, trends,
opinions or segments.
Within the next five years more users will connect to the Internet through
mobile devices than desktop PCs. Morgan Stanley, April 2010.
Experience, Interaction and Engagement .
Becoming an information and entertainment broker with end-toend Quality of Experience assurance across all device and service
combinations
Capabilities
Environment
Behaviour
Welcome
back!
Wi-Fi
Mobile Networks
Mobile
Analytics
Site-centric data
collection
Network-centric
data collection
Device-centric data
collection
Measurement
CEM4Mobile Analytics
Interaction
Voice-ofCustomer
CEM4Mobile Ranking
CEM4Mobile Surveys
Experience
CEM4Mobile Metrics
Engagement
Customer
Experience
Management
Inactive or Casual
Wireless Customers
Loyal
Advocate
Experience
Engagement
Behaviour Analysis
VoC Interactions
Environment
Analysis
Digital Services
Outbound Marketing
Channels
Capability
Analysis
Impact
Analysis
Relationship
Analysis
Customer
Assets
Critical Lag
Data Feeds
Messaging
3rd Party
Mobile Services
Operators /
partners
Mobile Services
Mobile
Operator
Network
Mobile
Surveys
Integration
by server
side or
application
tracking
Integration of
Voice-ofCustomer
data
Profiling Users
Pageviews
Question
Answer
Age
Less than 18
1540
741
2,08
30
7%
54,39
244,48
Age
18-24
1770
946
1,87
18
4%
64,69
244,21
Age
25-34
3905
1996
1,96
54
13 %
58,12
219,83
Age
35-44
9675
3907
2,48
94
23 %
40,44
294,27
Age
44-54
12101
4293
2,82
110
27 %
24,88
320,68
Age
55-64
4583
1652
2,77
80
20 %
36,26
298,94
Age
65-
2863
765
3,74
16
4%
15,29
374,34
Visits
% of total
Average Visits
Unique Users unique users Bounce Rate Length [s]
PV/ Visit
Pageviews
Visits
PV/Visit
Average Visits
Length [s]
Apple
iPhone
New
276453
180759
1,53
180252
84,47
34,50
Apple
iPhone
Returned
871592
256757
3,39
24314
37,02
192,06
Apple
iPhone
Loyal
256069
80708
3,17
2081
38,64
199,57
Apple
iPhone
Dormant
18177
5908
3,08
5176
44,84
131,53
Apple
iPhone
Churned
9913
3347
2,96
3261
46,64
120,44
Nokia
E71
New
75928
30714
2,47
29710
55,21
115,34
Nokia
E71
Returned
568880
185718
3,06
14554
39,03
196,74
Nokia
E71
Loyal
177138
62650
2,83
1760
41,50
195,22
Nokia
E71
Dormant
9713
3434
2,83
2965
42,92
139,37
Nokia
E71
Churned
5003
1787
2,80
1734
41,41
148,50
Direct traffic
mobile.nokia.mobi
mobile.nokia.mobi
mobile.nokia.mobi
mobile.nokia.mobi
www.google.com
www.google.com
www.google.com
www.google.com
Monthly user
First-timer
Daily user
Weekly user
Monthly user
First-timer
Daily user
Weekly user
Monthly user
35286
66851
11898
6284
939
9675
2718
1284
306
PV/ Visit
200525
393728
153896
16129
26137
4391
2443
394
3566
1060
519
107
Average Visits
Unique Users Bounce Rate
Length [s]
2,10
200519
57,94
97,44
2,12
50940
43,08
97,14
2,05
46052
41,70
68,80
2,19
2,56
2,71
2,57
2,38
2,71
2,56
2,47
2,86
14495
26137
1347
1127
378
3566
350
308
103
41,87
44,43
32,79
31,40
37,82
41,19
21,42
27,75
20,56
83,79
125,10
159,28
113,24
113,81
131,37
106,61
93,63
114,50
First of May
Summer season
begins
First of May
iPhone Campaign
begins
Summer season
begins
Basic functionality:
Ability to provide QoE alerts and alarms quickly (real time analytics)
Scalable solution
High Availability
Solution Principle:
Monitoring and alarm functionality is built in line with existing analysis and
reporting functionality
Monitoring and alarm data assigned a priority track for faster pass-through
Trouble Symptoms
Observing traffic, behavior and service data related to the trouble through normal
reporting UI functions