Michael Pawlak is a Principal Industry Consultant at SAS, and part of the Global Communications Practice. He specializes in defining how communications service providers can leverage their vast data environments to truly transform their business. He is a domain expert in customer experience analytics and network analytics, and has 30 years of experience helping companies improve the customer experience while making their operational processes more efficient.
How important is the customer experience in communications today? “Very important” is an understatement. It should be the top area of focus for all communications providers. It’s no secret that when customers are extremely satisfied, they become brand champions for the companies that provide them the products and services they
The term “disruptive technologies” frightens many organizations, but to companies like Alibaba, Uber, Airbnb and Facebook, it’s the secret to their success. These four companies from unrelated industries have one major commonality: They don’t “own” anything, at least not in the traditional sense. What they provide is a digital service,
