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

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