38. Quality of Experience

Service providers have for many years searched for the solution for providing satisfactory customer end-user quality of experience (QoE). It is the holy grail of customer service, which is delivering the level of service that consumers believe they should receive. Delivering QoE to the customer reduces churn and enhances the provider’s reputation. Despite this, many providers have failed to deliver satisfactory QoE with their network services or personalization to the customer, in comparison to other industries such as retail and banking. There are many reasons for this occurrence; one is due to the rapid turnover in services and applications, and second, the prominence of virtual network overlays in the data center, ...

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