TelecommunicationsStrategyTechnologyData Analytics

Loyalty experience, transformed

Photograph of hands arranging a network of glass tiles representing subscribers, SIM cards, a cell tower and network signal, connected by lines
Usage-basedLoyalty tiers

The challenge

A telco’s loyalty tiers were fixed at sign-up and never changed — subscribers earned no more from the network than they did on day one.

How one team ran it

Strategy set the plan. Technology built it. Data proved it.

Strategy

Loyalty tied to real usage

Rebuilt the loyalty model around actual network usage and location, not a static sign-up tier.

Technology

Connect the subscriber graph

Linked subscriber, SIM and network-tower data into one live graph that drives the loyalty engine.

Data Analytics

Reward the right behaviour

Surfaced which usage patterns actually predict retention, and rewarded those specifically.

What shipped

The concrete list.

  • Usage-based loyalty engine
  • Unified subscriber graph
  • Retention-driven rewards
Usage-basedLoyalty tiers

Redesigned loyalty program and engineered new loyalty architecture and tech capabilities to greatly improve customer experience.

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Strategy you can ship.

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