IDEAS home Printed from https://ideas.repec.org/h/spr/mgmchp/978-3-319-77724-5_24.html
   My bibliography  Save this book chapter

Making the Difference for Customers: Three Levers to Achieve Superior Experience in Telco Business!

In: Future Telco

Author

Listed:
  • Andreas Penkert

    (Detecon International GmbH)

  • Julia Steffens

    (Detecon International GmbH)

  • Sascha Krpanic

    (Detecon International GmbH)

Abstract

Nowadays, telcos are facing enormous challenges through ongoing changing market environments—customer, competitor and technological vise. To overcome this, innovative and proprietary products as well as services are no longer sufficient alone. Companies have to engage more and more with their customer and focus on their experience at any touchpoint. Companies should focus on three levers to address this development: Customer understanding can be created with methods like personas and customer journey mapping. Innovative technologies like virtual reality, augmented reality (VR/AR) as well as artificial intelligence (AI) boost customer experience by enabling modern und unique products, services and touchpoints. The fulfillment of customer experience in organization and governance can be enabled by establishing a customer board. Originating such a customer experience ecosystem based on these levers enables telcos to meet and possibly exceed their customer expectations and stay competitive in the long-run.

Suggested Citation

  • Andreas Penkert & Julia Steffens & Sascha Krpanic, 2019. "Making the Difference for Customers: Three Levers to Achieve Superior Experience in Telco Business!," Management for Professionals, in: Peter Krüssel (ed.), Future Telco, pages 275-283, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-77724-5_24
    DOI: 10.1007/978-3-319-77724-5_24
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:mgmchp:978-3-319-77724-5_24. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.