Case Study: Magenta Telekom achieves reduced churn and continuous customer experience improvements with Cloudera

Magenta Telekom delivering continuous customer experience improvements with big data analytics and machine learning

Magenta Telekom, a 100% subsidiary of Deutsche Telekom serving Austria with ~2,500 employees and 7.2 million connections, faced the challenge of understanding and improving customer experience across a rapidly growing, anonymized data set—billions of network events daily amplified by recent acquisitions. The operator needed a scientific, scalable way to correlate technical network issues with customer pain points, pre-empt problems, and deliver actionable insights to business leaders to reduce churn.

Magenta built a machine-learning analytics platform on the Cloudera Data Platform using Apache Hive and Spark to process and analyze billions of events, model customer lifetime value and Quality of Experience, and predict churn risks. The solution produced predictive analytics and next-best-actions that link network faults to customer impact, enabling continuous CX improvements, reduced churn, clearer ROI for investments, and better alignment between data scientists and business decision-makers.

Magenta Telekom

Wasif Masood

Data Science Lead