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In this report we look at the current investment priorities of a group of telecoms CX influencers as well as the 12 months ahead. Use the findings for insight on where the industry is heading so you can benchmark the results against your own progress and plan your CX strategies accordingly.
New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience. With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.
The implementation of new customer experience technologies will require the adaptation of existing business functions as automated systems may replace lower-level positions, and give life to new roles in the areas of analytics and data science.
Ahead of their participation in Customer Experience Management in Telecoms Europe Conference, we spoke to Erik Meijer, Strategy GPM/Group Innovation, eCompany, Deutsche Telekom AG and Frank Buettner, Head of Human Centred Design, VP, Swisscom about how the technological evolution is paving the way for new job roles and reshaping customer experience functions.