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Telco Customer Experience Transformation
Unlock value with a customer-centric business model powered by data and digital
It should be a perfect match: Your customers expect seamless, personalized experiences, and you are uniquely positioned to provide it, thanks to your comprehensive, data-backed view of every customer.
Yet too often telcos struggle to provide the timely, hyper-personalized, universally accessible experiences customers want. Customer-centric transformations often fall short, due to poor prioritization, lack of a clear long-term ambition, inappropriate resourcing, technology limitations, or a corporate culture focused on quarterly results rather than customer enrichment.
Embrace a customer-centric, digital-first approach that turns customers into loyal advocates, boosts revenue and EBITDA margins year over year, and addressed ESG challenges and opportunities.
Examples include household-based FMC offerings that meet customer needs at a fair price and digital platforms that boost revenue with value-add services.
Significantly reduce (unwanted) customer contact volume, move 80%+ of low-value interactions to digital, create AI-powered personalized journeys, and more.
Digital-native and omnichannel CX; streamlined footprint in physical stores; virtual agents at scale reduce chats by 80%; trucks down 50%, due to seamless DIY alternatives; and more.
Fully implemented NPS® and Predictive systems; employee and customer NPS scores improve by 30%.
Agile at scale in place with 30% of staff in squads and 100% embracing Agile values; attract top digital talent; build ecosystem of partners.
Data science and engineering talent in place; future-proof cloud-based IT stack; open and digital architecture; FttH and 5G at scale; CX Ops Center as a single source of truth; and more.
We can help you make this happen because we not only understand customer needs, we invented the breakthrough NPS system as a way to measure and improve customer advocacy. Our expertise in agile operating models, customer-centric network deployment, enterprise tech architecture and systems, and data-driven decision-making provides everything you need to truly and effectively transform the customer experience and reap the long-term value such a transformation can yield.
Percentage point increase in NPS scores
A must-read story and your indispensable guide for inspiring customer love within your own teams and utilizing Net Promoter to achieve both personal and business success. Available now!Learn more
Figure out what your customers care about most, then design great customer experiences, and arm and inspire your employees to deliver them.
A proven way to transform the customer experience, at scale
Focus on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees to accelerate profitable, sustainable organic growth.