In an effort to build a framework for a more effective and consistent experience across all customer touch points, the aim of this initiative was to advocate a common model, implementation roadmap, as well as best practices and processes for evolving to a higher level of customer experience, value creation, retention, and business performance.
We brought together leading telcos and brands to create a unified omni-channel experience that advances global customer connectivity, secure digital communication, real-time customer interaction, and multi-channel content delivery. It is clear that digital technologies lower OPEX and improve customer experience, yet with the rapid deployment of new technologies, along with increasing customer expectations, it is vital to explore ways Mobile Network Operators (MNOs) and Communications Service Providers (CSPs) can become strategic partners to help brands improve customer interaction, market insight, and campaign effectiveness using new analytics tools, data sources, engagement technologies, and a robust omni-channel management model.
This program consisted of a global study to audit of 150 leading brand and telco marketers which assesed the digital revolution and how this shift is most impacting telco, enterprise brands and the customer. The study evaluated the maturity of the current state of omni-channel management and the imperative to outline new paths for growth. We brought bring together leading voices to advance this conversation at a roundtable at Mobile World Congress in Barcelona, in an effort to create open collaboration and exploration of relevant business use cases and new product structures as brands look to rapidly innovate and advance their omni-channel agenda. We also interviewed leading telco and brain voices from organizations including T-Mobile, Deutsche Telekom, Visa, Vodafone and others.