When a mobile network operator plans a 5G cell site upgrade, it typically makes a technical decision based on questions of infrastructure.
When Hong Kong Telecom started planning its 5G strategy , it wanted to do things differently. It wanted to bring commercial factors into the decision too.
But which sites should it upgrade first? How could HKT know where an improvement in network speed and coverage would have most impact?
This case study describes how HKT turned to its own insights tool: the Customer Happiness Index (CHI).
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