Dave Labuda at MWC 2017: “Building Positive Engagements with the Connected Customer”
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Dave Labuda, CEO of MATRIXX Software and executives from Three Group (CK Hutchison Holdings) share their views on “Building Positive Engagements with the Connected Customer” at MWC 2017 in Barcelona.
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Dave Labuda at MWC 2017: “Building Positive Engagements with the Connected Customer”
- 1. Building Positive Engagements with the Connected Customer 1 Dave Labuda, Founder, CEO & CTO MWC, Feb 2017
- 2. 2 • Tier 1 digital transformations • Disruptive new brands • All focused on customer experience 2013 2014 2015 2016 postpaid prepaid MATRIXX Digital deployments
- 3. The weapon Telcos need to succeed Winning with Digital experience Instant gratification Everything on-demand Fun, engaging Personalized Accurate, intuitive Fully transparent 3
- 4. 4 This new world requires a new approach New Challenges • High frequency interactions • Instant customer responses • Data precision • Systems transparency • Must be right the first time New Considerations • Optimized ‘Digital Paths’ • Required and impacted data • Number of systems touched • Network impacts • Bottlenecks under peak load • Msecs response every time
- 5. 5 It only solves 10% of the problem Your mobile App is the tip of the iceberg 90% of the challenge is beneath the water Traditional BSS can’t deliver a digital-grade experience For breakthrough customer experience, Digital Paths must be optimized from network to screen
- 6. 6 Change customer perceptions using: DENMARK SWEDEN UK • Deep customer insights • Contextual, real-time triggers • Personalized offers
- 7. Small improvements = BIG results Set incremental, achievable KPIs Focus on your Digital Paths first, then evolve your business For more info: www.matrixx.com Start now, move fast 7
- 8. Thank You 8