We condense the digital customer journey

Or even better, we re-build it as a defined logic. The customer journey is the basic raw material used for service orchestration. It provides the quality measurement points along the interaction chain  and needs to be logically consistent. We take care to provide reliable customer experience data. It is important to know where the user comes from, what the user is up to because a good customer journey tells the whole story.

All quality is finally (and only) subjective

How can network services that run on a nearly 100% quality level (technically), receive a quality rating by users that is 20-50% lower? Magiola measures quality in the context of usage, as user experience. We process data in a special way to create working models to support or automate decisions. This is especially relevant when services have to be adapted to create an excellent experience or outstanding value.

Magiola is a data collection and processing partner. Magiola tracks the full quality chain, end-to-end, combining subjective, individual perceptions of quality with technical data. In addition Magiola classifies context, mood, and the usage environment. The result of the analysis is an output of signals, alarms, and triggers that serve to direct or  correct elements in  terms of service orchestration, app optimization, or process adaptation.

We simplify the data environment

Big Data can be filtered down to a smaller amount when it comes to customer behavior. Simple rules apply to many cases of customer behavior.  The rules are essential to drive action in an automated or assisted way. But they are also essential in forming a day-to-day reference for the use of Big Data, which can be reduced to a small amount of smart data.

We ground the QoE index with a reference

QoE has become a widely used indicator of customer experience. It uses technical measures that obviously have an impact on customer experience. However, we extend QoE values by using a subjective quality reference that takes into account the conditions under which the technical quality has to prove itself.

User Sensitive Networks are the future of Customer Experience in Telecom & IT

Measuring SUQ (Subjective User Quality) builds the foundation for a significant reduction in OPEX. Where traditional quality measures strive for an optimal technical performance, SUQ aims to optimize perceived performance. Technical perfection has always been a long- term objective. The expectation behind this is that user experience is higher when smooth processes avoid all kinds of friction and bottlenecks. However, since technical perfection is becoming more and more of a reality, the respective effect on customer experience is not showing up. After significant investment into quality, network managers can lack the right insights, comparing their QoE and RUM indicators to what the users report.

We integrate all sources into one single flow

We are specialists in finding common ground within data of different origins and characters. We integrate technical data with attitudinal, experiential data with locational. We work with CRM and automated marketing. And from all these sources, we create a consistent data file that best represents the user and customer at a single point in time.