Case study: Customer decision journey in telecommunication services
Research of customer experience and touchpoints with the operator.
Case study
Industry
Telecommunication, new technologies
Objective
Customer Experience – research of customer experience and touchpoints with the operator
Tools and execution
CEM workshops – individual and business customers
Result
Providing recommendations concerning customer experience management, service design and needed modifications, optimizations.
Achieved business objectives
Defining key touchpoints in client – operator relations.
Key sweet spots and moments of true
Comparison of the most valuable experiences of operator’s and competitors’ clients.
Developing strategic actions necessary to build the advantage among competitors on selected touchpoints
