Operators can use AI to assist in customer service interactions and a variety of network deployment and optimization decisions. Doing so leads to a better customer experience, which can directly drive higher Net Promoter Scores (NPS). This report examines how the three leading US mobile operators are using AI to improve NPS.
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AI plays a key role in raising NPS for US telcos
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The Analyst Team
Kristin Paulin
Follow AnalystPrincipal Analyst, North American Markets
As part of Omdia’s service provider markets team, Kristin Paulin covers the North American mobile and fixed telecoms markets, particularly service provider strategies, product and service launches, and network deployments.
Kristin’s research covers key developments in North America, including 5G, digital strategies, service plans and pricing, market dynamics, and service provider strategic initiatives through thought leadership pieces, as well as operator and market profile reports. She also works on market forecasts, and provides support and insight to key audiences with quarterly data from Omdia’s World Information Series database.
Kristin has over 16 years’ experience in the telecoms sector. Before joining Omdia, Kristin was a market research analyst at semiconductor start-up PrairieComm, and Freescale Semiconductor.
Kristin has a BS in environmental studies from the University of Minnesota, and an MBA in marketing from North Park University, Chicago.
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