VP, Enterprise Customer Experience
Conference Day Three
Thursday, July 1st, 2021
Blockchain has the potential to disrupt the way we design customer journeys today. The potential lies not only
in driving costless verification for many transactions, but also in removing many intermediaries in your current
We try to alleviate the friction of customer journeys with more self service options, but in reality they don’t remove
the friction, they just move it to a different medium.
If blockchain technology could remove this friction and even some intermediaries through pre-defined, smart
contracts to allow the customer to flow through their journey and transact with you seamlessly, and speedily, might it
provide the silver bullet for the complex, friction-laden customer journey that typifies telecom today?