Company background: Swisscom is the leading provider of communication, IT and entertainment in Switzerland. As number 1, we are shaping the future. Together we inspire people in the networked world.
Contact: Joel Viotti
Title: Business Owner
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
Why we focus on digital customer experience? Because we listen to our customer’s needs.
Customers these days want to use the channel of their choice. We want to make it easy for them if they need service. As we love our customers, we want to provide the best experiences across digital touchpoints.
With so many social media channels and new up-trending touchpoints like Google Business Messages the digital world can be quite complex to handle but it also provides many opportunities to create customers for life and improve every step on the customer journey and products through quantified analyzes.
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
Being always connected with our customers through various touchpoints presents many advantages:
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
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