Posts tagged Organisational design
Teleco's need to get serious about digitising customer journeys - the benefits are cost savings and a better customer experience (part 2 – a long term solution approach)

In a previous post I illustrated my personal experience when signing up for DSL with a German Telco. I presented a quick fix: Here is the long term solution approach:

In short: After signing-up online I received an email with a pdf attached saying that I had to call the contact centre to tell them a number printed on my wall jack. No option to send a text or email, or to fill in a form field during sign up. 10 weeks and multiple phone calls with a total wait time of …

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