Expectations for speed, convenience, transparency, and personalized engagement are not often met with the current convoluted processes within communications service providers. The current customer journeys need to align with the shifts in customer demographics, behavior, and expectations as well as market dynamics.
Goals and Objectives
Map out the business processes in detail to identify bottlenecks across different lines of business with a customer-centric approach and mindset. Undertake a complete redesign of the customer journey involving fully automated customer onboarding, highly optimized straight-through processes, and customer communications through the channel of choice with a view to create unique personalized experiences.
Advanced business process management tools
Use Case Summary
Map out customer journeys across different product offerings in the CSP portfolio in preparation for digitally transforming the customer journeys to align with shifts in customer expectations and market dynamics.