CX TALK: How Swisscom Tackled the Challenge of Personalisation While Ensuring Channel-Consistency

Contributor:Zarina de Ruiter
Posted: 04/19/2016

Markus Eberhard is the SVP Online and Cross-Channel Development for telecoms organisation Swisscom. At the CEM Telecoms Global Summit, CX Network caught up with him for a snapshot interview into his role and the wider strategy at Swisscom.

In the interview he discusses:

  • How they tackled he challenge of personalisation and moved customer history and data through all channels into one system
  • The impact of social media on their customer experience strategy
  • How listening to the voice of the customer has helped them understand KPIs better and allowed them change
  • The importance of experimenting with ideas and testing them with real customers to get feedback, learn, and move forward

zarina
Contributor: Zarina de Ruiter