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Com Hem, others offer big data mining lessons for TV operators

Swedish operator Com Hem was voted the MSO with the least satisfied customers for three consecutive years – in 2007, 2008 and 2009. Today, it talks boastfully of its number one rankings in the ISP leader boards of Netflix and Google, and the operator puts this dramatic turnaround down to a key change in the way it went about its business – switching its focus on network-oriented metrics and KPIs, to customer-centric ones. According to Com Hem’s Chief Architect, Rasmus Aveskogh, speaking at Cable Congress in Brussels last week, the company’s successful customer satisfaction results of late can be attributed to a combination of data mining methods, based on machine learning capabilities, and visualization tools. Aveskogh stated in his presentation…

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