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Predictive CEM

From Reactive to Predictive: Experience-Led Assurance at Scale

Proactively Enhance Customer Satisfaction with AI-Driven Insights

Customers today expect seamless connectivity, fast response times, and personalised support, all while operating across increasingly complex, multi-technology networks. Manual operations and reactive processes can no longer keep up with the scale and pace of modern service demands.

That’s where Anritsu’s Predictive Customer Experience Management (CEM) comes in.

Anritsu’s Predictive Customer Experience solution—powered by the AI-driven Customer Management Assistant (CMA)—enables service providers to move from reactive support to proactive care. By unifying network insights, customer behavior, and real-time analytics, it empowers teams to detect churn risks, resolve issues before they impact users, and deliver smarter, experience-led operations.

Resources

Delivering Value

Asset 2Closed Loop Automation Trigger network changes automatically based on CX signals.

Asset 1Predictive CX Risk Detection Spot early indicators of dissatisfaction or churn.

050-networkEnhance operational efficiency through AI-driven interpretation of vast datasets.

Real-time Anomaly DetectionAccelerate decision-making through intelligent CX prioritisation and predictive analytics.

Use Cases

044-magnifying glassSpot Churn Before It Happens Use early signals like degraded CX trends and sentiment analysis to prevent customer loss.

Real-time Anomaly DetectionGuide Agents with Next Best Actions Recommend contextual upsell, care, or retention steps based on live experience data.

037-browserTrigger Proactive Fixes Automatically Detect anomalies and launch auto-remediation or escalation flows without waiting for complaints.

Asset 1Diagnose NPS Drops Instantly Correlate customer sentiment dips with service disruptions or operational incidents.

001-cogwheelPower Value-Based Retention
Combine churn risk and customer value scoring to focus retention on high-impact segments.

Features and Benefits

 Predictive Insights Engine
Forecast and flag CX issues before users are impacted using usage and sentiment analytics.

NPS Impact CorrelationEngine
Explains drops in customer sentiment by linking NPS scores to technical issues, ticket patterns, and regional events.

  Churn Prediction Engine
Identify at-risk customers by combining service KPIs, CRM data, and ticket history.

CX-Driven Automation
Enable intelligent, automatic reconfiguration of network elements based on live CX data. 

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