Your customer experience suffers because of your network’s cyber posture

Let’s face it: your customer experience is only as good as your network’s cyber posture. This might sound surprising, but it’s true. Most people think of cyber data as something only the security team worries about. But cyber data is key to a smooth, frustration-free online experience. If you’re in the telecom industry and haven’t realised this yet, it’s time to catch up, says BlackDice CEO, Paul Hague.

Key takeaways for telecoms operators:

• Cyber data isn’t just for the security team. It’s essential for everyone, forming the backbone of a better quality of experience
• Use historical and real-time cyber data to predict and mitigate potential network issues, making user experience even more flawless
• Implement robust, proactive cybersecurity protocols to prevent disruptions caused by cyberattacks, for a better quality of experience
• AI-powered cybersecurity offers real-time insights and swift resolution of emerging issues affecting the quality of experience

Understand your cyber data

Cyber data isn’t only about defence. Cyber data is your golden ticket to a superior quality of experience for your subscribers. It’s not just about keeping the bad guys out; it’s about keeping the good times rolling.

Why cyber data matters for quality of experience

Cyber data provides a detailed view of what’s happening within your network. It reveals abnormal device behaviours that could be consuming bandwidth or signalling impending cyberattacks. These issues can slow your network to a crawl.

“By catching these problems early, you can fix them before your customers start experiencing buffering in their virtual business meetings or lagging in their gaming sessions”.

Predictive powers of cyber data

While cyber data isn’t a crystal ball, it comes pretty close. By analysing historical data, you can spot trends and predict future issues. For instance, during major online events like gaming tournaments, you can anticipate a traffic surge and prepare your network accordingly. This proactive approach prevents network congestion and keeps your subscribers happy.

Real-world example: traffic surges

Consider a popular online concert. Everyone is streaming it. Without foresight, your network could become overloaded. But by analysing cyber data, you can allocate extra resources in advance to handle the traffic surge. This ensures a seamless experience for all users and keeps your network stable.

Security isn’t just about keeping out hackers

Cyberattacks are inevitable. However, their impact on quality of experience can be significantly reduced with strong cybersecurity measures. If cyber data identifies a potentially vulnerable device within a customer’s network, you can address the issue before it becomes a major problem. Alert the user, offer solutions, and prevent a minor issue from escalating.

Real-time optimisation

Edge computing allows for real-time data analysis at the network’s edge. This decentralised approach provides immediate insights into user behaviour and network performance, enabling swift, personalised interventions. If an anomaly is detected in a device’s activity, edge computing facilitates instant action, maintaining the user’s quality of experience.

Why quality of experience matters

Focusing on quality of experience isn’t just about avoiding complaints. It has tangible benefits for telecoms operators:

• Better retention: subscribers who enjoy a smooth, reliable online experience are more likely to stay with their provider
• Less churn: happy customers are less likely to switch to a competitor
• Increased satisfaction: superior quality of experience leads to higher customer satisfaction, resulting in positive reviews and referrals
• More repeat revenue: satisfied customers are more likely to purchase additional services and upgrades

The future is now

The line between cybersecurity and quality of experience is blurring, and that’s a positive development in our view. By leveraging cyber defence data, telcos can protect their networks and take their customer experience to new heights. 

“Embrace cyber data as a tool for enhancing quality of experience, and you’ll not only stay relevant, you’ll set a new benchmark for what great experience looks and feels like”

So, the next time someone tells you cyber data is just about defence, remember it’s also the key to a flawless quality of experience. And who doesn’t want that?