Insight

Delivering a fantastic customer experience

In a country with more mobile phones than people, there is no shortage of communication options available. Vodafone New Zealand, a leader in full-service telecommunications with over 2.4 million customers and a cell network covering 98.5 percent of the country, must simplify these choices for customers while facing stiff competition from both traditional players and disruptors.

To stay ahead of the curve, Vodafone New Zealand needed to entirely redesign workflows and enable teams to operate flawlessly at a breakneck pace. Creating an engaging digital customer experience meant simplifying business models to operate seamlessly and drive increased customer satisfaction.

Idea

Being agile to deliver early results

Vodafone New Zealand and IBM iX® teamed up to significantly enhance the digital customer experience. By adopting agile as a way of working, they moved rapidly to design an experience that would simplify choices for customers and embraced new technologies like IBM Watson®. The digital transformation focused on driving increased customer satisfaction, revenue growth from new businesses and channels, and efficiencies through automation.

Impact

Breakthrough partnerships

Vodafone anticipates that by 2021 up to half of its customer transactions will take place through digital channels, and 60 percent of inbound inquiries will be serviced with the help of virtual assistants. The digital Vodafone program ensures that customers benefit from the introduction of more self-service options, instant transactions and more frequent improvements to services. And a Watson-powered chatbot helps answer mobile roaming queries from customers with 88 percent resolved without the need for additional support.

The support of IBM's expert coaches has been instrumental in driving successful adoption and building our internal capability.

Luke Longney, Digital Channels & Design Lead, Vodafone

Case studies

Royal Bank of Scotland

IBM and RBS have co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for home buyers.

Volkswagen

“Volkswagen realized that we want to create the mobility ecosystem of the future but we can't do this alone. We need strong partners for this.”

Christoph Hohmann
Head of Customer Engagement & Communication, VW

Frito-Lay North America

See how this snack-industry leader focuses on customer experiences and uses continuous innovation to drive impactful digital transformation.

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