Your customers don’t want to engage with you

Your customers don’t want to engage with you

Redesigning business processes with your customer at the center

Pamella Admoni Sawday

21 Oct 2020

Your customers don’t want to engage with you

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The less you talk to your customer, the higher their satisfaction. They want to order easily and quickly get the requested service – what we refer to as a seamless customer experience.

At TM Forum’s Digital Transformation World Series 2020, CMOs from a range of operators shared their perspectives on how the COVID-19 pandemic is accelerating online ordering adoption. One of the key takeaways was that customers have changed their expectations when it comes to ordering services. While a customer experiencing an issue will still call customer service as they did in the past, if a resolution is not forthcoming immediately, they will unlikely view the interaction as positive.

Indeed, the key to customer experience has become the real-time delivery of services and proactive issue prevention, something validated by this year’s TM Forum Excellence Awards. Two key examples were Telekom Malaysia, which took the AI, Data and Analytics award for their fast handling of issues, and Dialog Axiata PLC, which won the Customer Experience award, in recognition of their high automation of business processes.

To maintain relevancy in a digital world, operators need to redesign their business processes to ensure they can answer these customer demands. Central to this is digitalization and optimization, which eliminates unnecessary manual work. Also crucial is redesigning and automating workflows, so they can be executed faster and with greater efficiency. Done successfully, the fruits will ultimately be seen in dramatically improved business results, scalability, operational cost reduction and NPS improvement.

Amdocs offers business process and integration services as part of an integration platform as a service (iPaaS) model, helping service providers identify the issues, trends and opportunities that impact CX and margins. Our offering is backed by industry process expertise and a wide set of technologies, which enable our customers to implement the right steps quicker and achieve the real benefits of automation.

To learn more how Amdocs Business Process Services can help you accelerate your digital transformation, prevent issues before they occur and establish a single source of truth that reflects the customer delivery journey, we invite you to reach out to us.


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