With a heritage of being a public utility, service providers have made great strides moving from an engineering dominant DNA to a marketing and customer focused organization. Gone are the days of customer service reps telling you your choices were a black rotary telephone or…a black rotary telephone.
Although service providers are still highly regulated, they have transitioned from public utilities to powerful forces in the media and technology industry. In this new world, the customer is king. And as such, service providers have been working on strategic initiatives around customer experience.
Let’s take a look at what some of the industry leaders have been doing with regard to customer experience initiatives across the industry.
Comcast streamlines omnichannel
Comcast has embarked on an omnichannel initiative to drive a seamless customer experience. Providing consistent and contextual data and the next best action at the various and distinct customer touchpoints is the way Comcast has chosen to create a unique customer experience. An effective omnichannel experience will bolster the ease of use and the customer’s ability to move across multiple channels but still have the same experience.
The Un-carrier goes old school
In true “Un-Carrier” fashion, T-Mobile developed a customer experience program that truly bucked the industry—it minimizes the use of technologies like IVRs, bots and AI in their call centers. Instead, T-Mobile created a network of dedicated regional customer service teams. These teams are empowered and enabled to handle a range of issues from the most basic account management to complicated service issues. The underlying tenet is the customer has the confidence and reassurance of dealing with the same human-beings, assuming their issue is not resolved right away.
Vodafone looks to AI and AR
At the other end of the spectrum and the opposite side of the world, Vodafone is betting on investments in technologies like AI, AR, and the use of video. These capabilities should enable their customer service organization to handle an issue either offline, in batch fashion, or in real-time. It allows the customer service rep to see exactly what the customer sees. These new technologies have proven to benefit customer troubleshooting, through video capabilities allowing the reps to better visualize the issue, thereby improved issue resolution and reducing truck rolls by 26%Additionally, the video has proven extremely helpful in visualizing a specific customer problem or issue has significantly improved call resolution and also attributed to 26% reduction in truck rolls.
Verizon bets on AI
Verizon launched Digital CX, a suite of solutions which encompassed the use of AI and cognitive computing to enhance customer experience. The customer receives a personalized experience based on their historic interactions with any of your channels, such as SMS, email, or phone. The suite of solutions collects customer data, establishes trends and insights, and overtime can make predictions about customers needs—like a recommended movie or the best next action to take to resolve an account management issue. Meanwhile, the customer service reps have access to all customer data across multiple platforms and can make a personalized recommendation to the customer.
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