Enabling customer centricity in enterprise networks through NaaS
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Analysing the relationship between NaaS implementation and customer success metrics in enterprise network services.
Description
Format: PDF filePages: 19Author: Joe HurmanPublication date: April 2025
In this report, we tested the impact on customer experience of network-as-a-service (NaaS) implementation. For the purpose, we have analysed the relational NPS of a select group of network operators which demonstrate fundamental components of a customer-centric NaaS solution, alongside a select pool of more traditional Tier 1 network operators.
Table of contents
- Executive summary
- The coming storm: evolving enterprise networking priorities
- Defining NaaS and its benefits in enterprise network services
- NaaS is the on-demand delivery of flexible, modular network services
- NaaS adoption benefits both network operators and their customers
- NaaS implementation can lead to material improvements in customer success metrics
- Network operators have historically struggled to deliver excellent customer experience
- Early NaaS adopters lead the industry in NPS
- Leveraging NaaS-enabled data to create a differentiated customer engagement model
- Conclusion
Technologies and industry terms referenced include: connectivity, customer, customer centricity, customer experience, enterprise, Hyperscalers, Lightstorm, marketplace, NaaS, network, network services, NPS, operators, Telco, Telecom
