Telcos eyeing digital space to customize customer solutions

The mantra of "Customer is King" rings true for the telecom sector. With Mobile Number Portability (MNP) in place, telecom operators are offering a gamut of mobile plans and services to avoid customer churn, and are also using technology so that customers can easily request services and get information. Mobile service providers are also using data analytics to better understand their customers and offer customized solutions“It's a very customer-focused digitization. We have revamped our processes and customer journeys all with a view of digitization. We don't think it's just about automation,” said Harmeen Mehta, Global CIO of Bharti Airtel. “I think it’s about creating new models for consumers and for us and interacting with consumers in a very different way than how we would do in a brick and mortar company,” Mehta added.Apart from digitization to enhance their networks, mobile operators are also testing new technologies to improve the efficiency of their business, reduce costs and provide better services. Vishant Vora, Director - Technology, Vodafone India said: “We are about to run a pilot both in our network and IT space to apply cognitive computing. This is about human brain processes applied to make machines much smarter so we are going to be applying that in our network.”Watch video for more...