Telecom Operator Customer Experience Digitization Strategy & Execution
Key Activities:
- Identified all customer journey touch-points through all related physical and digital means and channels
- Baselined current CeX practices and tools used, assessed current bottlenecks and captured aspirations
- Defined migration to "digitized" customer experience by prescribing digitization of specific channels, interaction touch-points and customer interfaces
- Identified need for digital partners (digital platforms / digital content etc.) across the customer life cycle
- Prescribed detailed execution roadmap and action plan
Results Achieved:
- Enhanced level of customer experience touch-points digitization within 6-month period
- Infusion of customer digitization culture across the organization
- Perceived and quantified enhanced customer satisfaction and loyalty
