Sorriso recently attended Digital Customer Care in Telecoms in London. The event focused on how digital and customer care experts are transforming their customer service strategies across new digital channels.
John Kowalonek, founder and CEO, presented ‘Digital Service Delivery in Telecoms – Chasing the Moving Target.’ The focus of this discussion was about enabling digital self-service as a core part of new product innovation.
For many years, telecoms providers focused their online self-service programs on cost savings and improved experience based on a single design approach. The demands of online consumers and business partners have evolved so rapidly that the provider must deliver a constantly changing experience to retain the benefits of having their customers digitally “self-serve” – a process of chasing a moving target. Innovative telecoms operators have become digital masters, leveraging modern digital channels as a core part of every new product offering but face that same challenge of constant change and evolution not only in a fiscal cycle but day to day.
The talk explored this phenomenon through examples, providing insight on how Telecoms might employ digital service delivery as an essential part of a new product strategy, while retaining the ability to rapidly change and adapt to new digital opportunities.
Sorriso’s focus on helping clients make digital self-care a core part of new product initiatives has been well received.