Intelligence Amplification: Leveraging social media to understand provider relationships in telecoms

Orange, a telecommunications company, was able to provide a deeper understanding of brand drivers and customer relationships in France and Spain.

Introduction

This project is a first step to driving predictive diagnostics to enhance some elements of brand health tracking. We created a 360° view of brand health by looking at customer and non-customer's relationships with telecom brands through social media conversation. Key pain points were diagnosed and opportunities for action highlighted. The model and underlying data can now be accessed through an interactive dashboard enabling rapid visual analysis.

Context

Orange is today one of the largest operators of mobile and internet services in Europe, Middle East and Africa and a global leader in corporate telecommunications services. It is present in...

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