A5: There is more need to have innovations on the customer experience side than the tech side... there are tech giants who are on the forefront of tech, but what about defining innovative CX and talent acquisition should reflect these priorities. #Analyticsmodernization#SASchat
@sasforums A4 Ambitions and strategies are being set and followed by them all #SASchat - just look at the CSPs own web sites such as https://t.co/W8QZrJ0NyM
A4: Network service is enabler of experience... it is time redefine customer experience for telecom industry. Gone the time when 'no drop call' was considered as an experience...#Analyticsmodernization#SASchat
Telecom industry offers democratization of digital highways... a way to common people to take advantage of digital innovations and disruption... imagine booking a taxi via Uber without a network.. #SASchat#Analyticsmodernization
A3: Both - the recent lockdowns and also the war in Ukraine, established inevitable dependencies of our modern society on telecom services... This is an opportunity as well as responsibility for the industry.. #SASchat#Analyticsmodernization
A3: Both - the recent lockdowns and also the war in Ukraine, established inevitable dependencies of our modern society on telecom services... This is an opportunity as well as responsibility for the industry.. #SASchat#Analyticsmodernization
A2: in some part of the world, telecom operators offering banking services - mobile money or wallet is one big disruption... both for telco and banking industries... #SASchat#Analyticsmodernization
A5: Innovation and customer centricity in the organizational culture is the key... everything else would fall in line with these two driving the course #saschat#CX
Tying #CX strategy to a company’s overarching digital strategy requires the creation of enterprise wide CX goals and KPIs that cascade through the organization #SASchat
And #CX related KPI should not be solely to customer engagement teams... all relevant teams/ departments should share the KPI, be it product, pricing, etc.. #SASchat#CX
A4: CX is not managed by a single person. It concerns the whole organization. CX needs to be aligned at the same level as digital transformation with defined KPI:s. #saschat#CX
Absolutely, innovative usage of tools can change the experience from good to better... But organizations really should have such drive... beyond NPS calculations. #SASchat#CX
A3: as i just stated for the Q2... reason is that #CX is not Tools. #CX is "Life experience". So if you have the Tech, but you don't have #CX in your blood, you fail
#saschat#CX