Eman Rifaat Ghobashi

Head of Customer Experience and Service Modelling
Vodafone Egypt

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Forum Day One: Monday, 7 May 2018

Monday, May 7th, 2018

11:40 AM Case study: Digital transformation without the customer at the core is just another trap

Too often, telecom operators are more focused on data analytics and technical capabilities, however it’s also about customer’s digital readiness and appetite. The customer journey mapping framework is important in this sense, as it maps the customers’ needs and relevant experience. This case study will examine how Vodafone managed self-help as a preferred channel for customers and its impact on a slimmer growth