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Digital

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Digital

Adapting processes and systems for digital transformation, offering an improved user experience and mastering the process chain

The digital era has prompted an upsurge in new uses and generated new expectations among consumers and employees. It has led to a collaborative economy – car sharing, couchsurfung, crowdfunding, uberisation, etc. – spurred on by the widespread use of connected objects. Smartphones are now commonplace along with YouTube as an e-learning tool and online shopping. For a successful digital transformation, we must deploy a strategy and resources that can factor in pressure from the end customer, work with the company and its reputation, respond to the needs of employees who expect to use the same tools in their careers as in their private lives and compete with new market entrants whose economic models are exclusively digital.

Customer Experience Management

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Customer Experience Management

Refine your customer behaviour analysis through optimised management

In order to stand out from the competition and retain their subscribers, telecommunications operators are now required to know and measure the customer experience, i.e. how subscribers experience the network and their various interactions with the operator (via the contact centre, chat, email, website, social networks, etc.).