How We Leveraged Our Technology Expertise and Enabled Our Client in Understanding AI Activities to Drive Business Benefits
BUSINESS SITUATION
Customer expectations are constantly changing and evolving toward obtaining offerings that are more relevant for them and their specific needs. Value propositions are transforming from product sales based on quality and price to delivering value-added services with the products and great customer experiences, especially with 5G QoS/QOE kicking in
Artificial intelligence helps telcos deliver connected services and relevant offerings to their customers through intelligent and automated network operations, agile and automated applications, and IT management
SGA APPROACH
SGA designed and rolled out an online survey covering 200 business professionals across North America, the EU, and APAC
SGA reached out to respondents across industries with 1,000+ employee sizes
The target respondent group involved professionals who are decision-makers for CX, AI, digital, e-commerce, product development, and IT technologies in their organization
A questionnaire was designed across the following themes:
- To understand an organization’s top network and infrastructure priorities
- To understand the applications/use cases for which organizations are using AI technologies
- To assess the benefits or challenges organizations face while using AI technologies
SGA presented the final data set to the client using MS Excel and SPSS. We sliced the data tables based on demographics and other required parameters
ENGAGEMENT
We enabled our client to draw insights on how telcos with the deepest AI experiences and expertise experience the fastest revenue growth rates and the highest customer satisfaction
We provided evidence by looking at AI implementations among telcos and their respective scores on Trustpilot
The key areas where telcos must focus their AI activities to drive business benefits include network operations, customer care, and sales and marketing
BENEFITS & OUTCOME
While Digital and online experience accelerate the agents’ impact on NPS, and loyalty is growing. Their challenges are growing as well as technologies develop, and cases gets more complex. They require AI-led tools as well in order to deliver a successful engagement that is efficiently resolved to the satisfaction of all (customer, agent and company)
To learn how Telcos with the deepest AI experiences and expertise experience the fastest revenue growth rates and the highest customer satisfaction (we provide evidence by looking at AI implementations amongst telcos and their respective scores on Trustpilot).
