telecom

This post is part of a series of articles. It comes as a reflection of my digital journey with passion for application, automation, and the benefits they can bring. As I stay tuned to discovering (or rediscovering) how customer channels are evolving to impact our customer’s experience — either simplifying their interaction or making a bad service experience. These articles have been written with the aim of re-experiencing some of the key accomplishments from the past, that gives newfound meanings today.When did it happen?In 2008, I was working for one of the largest telecom service providers in India (present day Vodafone Idea). I was driving a large and complex business transformation program in customer experience area. During the ideation workshops, me and my colleagues were applying al...