Main Conference Day One
Tuesday, October 8th, 2019
9:10 AM Keynote Case Study: Deutsche Telekom’s transformation path to personal + tailor made customer care
At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. In this keynote session, Dominik and Onno will bring updates on their programme and focus on what they have done to deliver personal and tailor made services in a digital world.
· How DT is personalizing important customer journeys and moving from reactive to proactive service
· How DT is using messaging to establish “one on one” communication between agents and customers
· How DT started to transform the frontline business for mobile customers to increase NPS and first done rates
· How DT uses agile methods to strengthen team autonomy and push employee satisfaction