Putting the Connected Customer First

For the last few years service providers have been planning and undergoing massive digital transformations of their businesses. The common focus has been on transforming their technologies, culture and processes to meet the agility needs of 5G, virtualization, and digital services. Traditional digital transformations are long and costly, including significant modifications to many internal and external company systems and processes. While those are valid and important areas to focus on, they are really only the tools or infrastructure required to accomplish a digital transformation. Just upgrading them will not meet the expectations of the new economy. Customer experience transformation is the name of the game In fact, the customer’s experience is at the heart of the new economy. The customer’s experience is the primary driver for service provider’s loyalty and revenue generation. So the equation is simple: a successful digital transformation must focus on providing an exceptional customer experience above all else. The Connected Generation depend on the...

From AI to Customer Satisfaction in 5 ways

Artificial Intelligence (AI) is not only going to profoundly change that way in which service providers operate their networks and do business, but it is also going to dramatically change the way they interact with their customers. In fact, using AI to enhance interactions with customers is the single most popular application today. According to Gartner Research, more than 85% of all customer interactions will be digital and managed without a human by 2020.  Service Providers are currently in the midst of their digital transformation programs to make them fit for the new digital “everything that can be connected, will be connected” world. This of course puts a lot of pressure on the network as CSPs are handling more data than ever and are offering new complex digital services. In order to be successful, CSPs must embrace AI not only for OpEx savings through network automation and service orchestration but they also need to deploy AI to remain competitive and have a differentiated, personalized customer experience. By embracing AI for customer experience, service p...