Head of Customer Care Solutions
It is no secret that digital customers have increasingly high expectations of all types of service providers. To win in today’s environment, communication service providers (CSPs) must reinvent the way they provide services and interact with their customers, delivering a true digital customer experience. We will explore four requirements for CSPs to deliver a world-class digital customer experience, including practical examples.
· Engaging customers in digital time with the right service through the right channel, when it matters most
· Harnessing the power of connected intelligence to build a thorough understanding of customers - what they want, what they need and what they find valuable
· Delivering ultra-personalized customer experiences and contextualized offerings based on this customer understanding
· Utilizing AI & automation to make sense of the massive amounts of network and customer data and turn insights into immediate, even predictive action