December 01, 2017

Interview at TM Forum on Customer Experience

I recently gave an interview to Annie Turner at TM Forum that lead to the article
"Customer experience: Innovation and rollout must get faster"

As part of the interview I talk about my experience on the topic from Liberty Global. Among others some of the topics addressed are:
  • Digital being part of the actual consumption of services (TV, internet)
  • Interaction Channels that are in focus from self service to call center and chat
  • Creating of Magic Moments in digital experience
  • Business Case for Investments in Customer Experience
  • Challenges around catching up on operations and continuous agility
You can read the article at TM Forum Inform website here
you can download it here