Digital Transformation of Customer Interaction

Digitalization of Customer Interaction

Consultancy Services

Digitalization of customer interaction journeys, Introduce omni-channel customer journey experience, migrate classical interaction channels towards digital channels (shops to e-shop, email to web-forms, calls to chat and instant messaging)

References

“Leadership in Digital Experience” at Telcos across MENA and SE Asia with deployment of digital analytics and CRM platforms group-wide, e-sales operations in all GCC markets. “

Digitization Transformation Program” at Telco in Morocco – digitized customer identification, contract sign-off and archive; 

Migrate Emails to Web-Forms at Telco in Austria, Morocco and Poland, 

Migrate Calls to WhatsApp at Telco in Morocco and Tunisia, Migrate calls to instant messages at Telco in Maldives, Algeria and Myanmar, 

migrate sales from shops to e-shop in Europe, Morocco, Oman and Qatar, 

Roll-out Customer Forums in Germany, Netherland, Indonesia to deflect customer service contacts, 

Optimize Offering and Customer Experience for MobileApps at Telco across MENA andAsia. 

Led Group-wide “#1 in Customer Interaction Experience” program in 10 European Telcos, successfully driving to #1 in all 10 markets for digital experience, in 9 out of 10 for contact centre and 8 out of 10 for shop experience.

Set-up Customer Service over digital channels

Consultancy Services

Define the Customer Service Channel Strategy, Set-up Digital Customer Service Operations over digital channels, efficient blended with customer service operation over classical channels, Use of AI-based solutions (NLU translation, RPA) to efficientize the agent-supported digital channels support

References

Define the Customer Service Channel Strategy for Telcos across Europe, MENA and Asia Regions, 

Set-up Digital Customer Service Operations over web and mobile chat in Netherland, Morocco, Kuwait, Oman, Qatar, Indonesia, and Germany blended with classical email channel or social channels, over Whatsapp in Algeria and Morocco blended with chat or calls, over instant messaging like WeChat in Myanmar, or FB Messenger in Maldives; over Social channels across MENA, Morocco, Germany, 

Use of AI-based solutions (chat bots in Morocco and NLU-based in Germany, messaging NLU based bots for FB Messenger in Maledives and WeChat in Myanmar, real-time translation for email and chat for German-based hospitality, FAQs-based deflectiion of written contacts in Austria and Poland) to efficientize the agent-supported operation

Introduce/Optimize Digital Self-Service Offering

Consultancy Services

Define the self-service strategy and service portfolio, Implement omni-channel self-service (Voice, Email-WebForms, ChatBots, Mobile Apps, Web Self-Service), Manage the self-service experience;

References

Define the self-service strategy and service portfolio based on customer preferences and financial business cases for Telcos across Europe, in Morocco, in MiddleEast, for hospitality in Germany, 

Implement omni-channel self-service :“Shift to Self-Service” program at 7 Telcos across Europe - Established and developed Self-Service Business (IVR, USSD, Web) across Europe improving call deflection rate from 54% to 84% and realising recursive savings of €35m yearly and “#1 in Self-Service Experience” ; 

“Leadership in Digital Experience” at Telcos across MENA and SE Asia with Digital Transformation of Customer Care launching social, messaging channels and communities in all operations by deploying group-wide common infrastructure; 

Implement IA-based Voice and Chat bot at Telco in Austria and Morocco and Hospitality in Germany and Webforms to replace emails in Austria, Poland and Morocco

Step-up to AI-supported digital customer Interactions 

Consultancy Services

NLU based chat bot, real-time translation for email/chat/massaging operation; Machine learning  fort proactive customer service and personalized offers; Robot Process Automation for Customer Interaction independent or support by Agents

References

Design and Implement NLU based voice bot for Telco Austria and hospitality world-wide, NLU-based chat/messaging bot for Telco in Maldive, Myanmar, Morocco and hospitality world-wide, real-time translation for email/chat/massaging operation for hospitality world-wide; 

Machine learning  for proactive customer service at Telco in Morocco, and across Europe and forpersonalized offers across MENA and Asia. 

Robot Process Automation to support Agent interaction in Morocco and hospitality world-wide