Guide: How telcos can digitalize customer care

GUIDE

How telcos can make customer care fit for the future

STEP

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EMBRACE DIGITAL AS KEY DIFFERENTIATOR
BUILD-UP A CUSTOMER-CENTRIC ORGANIZATION
INVEST IN PEOPLE AND CHANGE
UPGRADE PROCESSES AND TECHNOLOGY
PREPARE FOR THE CHANNEL SHIFT
In the face of increasing competition and product commoditization , excellent customer care can be a key differentiator . Companies must actively embrace this opportunity to boost service quality and speed , rather than just seeing it as a necessity resulting from competitive pressure .
In order to fully live up to its potential , digital customer care must be embedded into a fully customer-centric organization . Decision-makers must put digital customer care at the top of their corporate agenda , making it a company-wide priority .
Many of today ’ s challenges are people-related , as the transition to digital customer care requires new skills and capabilities . Companies must invest in their people and drive digitalization across the company .
End-to-end
digital
processes
and
technology are critical enablers of
digital customer care . Companies
must invest in technology to power
the
seamless
integration
of
channels
and
increasingly
automate
interactions
with
customers .
Digital customer care will turn the traditional channel mix upsidedown . Companies must prepare for this by revisiting their existing setups and ramping up new channels .
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