Data Engineering And Analytics For 5G-Driven Customer Experience In Telecom, Media, And Healthcare

Abstract

Telecommunications service providers play a central role in creating, distributing, and managing customer experience across multiple sectors, such as healthcare, media, sports, and others. These providers generate and collect an unprecedented amount of mobile data and leverage this intelligence to help other sectors in transforming customer experience, [1]products, and services. However, telecom providers face a stiff challenge in transforming data into insight and innovation and helping others become the data product leaders in their sectors. The key challenge is unique in being a business-to-business, data-as-a-product market facing steep competition across telecom and non-telecom sectors, while dealing with complex data governance and ownership issues. This chapter focuses on the transformation of telecom, media, and healthcare services, focusing on the creation and management of customer experience in a 5G-driven world using data analytics and engineering.

We present a framework to address these challenges of enabling telecom providers to become innovation enablers, creating market differentiation through intelligent productization of data. By tying together aspects of Data Engineering, Product Management, and Domain Knowledge, we first present five principles of Data Product Management covering the dimensions of Strategy, Structure, Governance, Quality, and Enablement. Next, we map the principles to four layers of the Data Pipeline — Collection, Curation, Custody, and Consumption — to derive a set of recommended patterns. We discuss these principles through six detailed case studies, covering telecom and non-telecom sectors, illustrating the best practices used showing how these recommendations improve business outcomes with reduced time to market and costs. Thereafter, we discuss the impact of 5G on the principles and patterns, wrapping up with a summary of the chapter.