Absolutely, innovative usage of tools can change the experience from good to better... But organizations really should have such drive... beyond NPS calculations. #SASchat #CX

Can't agree more, afterall the end goal should guide us to the path... instead we fix the goal based on the path we are on... #SASchat #CX

And #CX related KPI should not be solely to customer engagement teams... all relevant teams/ departments should share the KPI, be it product, pricing, etc.. #SASchat #CX

Can't agree more... You just read my mind.. #SASchat #CX

Adopting to the reality and customer's expectations is the key... however, these two are never constant... #SASchat #CX

SAS Forums A4: I think one of the best ways could be to make it an enterprise wide culture and reflect it to every aspect of the business rather than giving all the responsibilities to some people of a team. #cx #saschat

A5: Innovation and customer centricity in the organizational culture is the key... everything else would fall in line with these two driving the course #saschat #CX

NEW BLOG POST🤓: Quick wrap on defining characteristics of #CX champions. Happy reading 📖 blogs.sas.com/content/hidden…

Ashutosh Kumar from chilly Stockholm #SASchat #SASchat #analyticsmodernization

A1: The most sustained change these digital native companies have brought - change in customer's expectations. #Analyticsmodernization #SASchat

The question customers are asking, if I can get these services on digital... why not my service provider can offer me similar...

A2: in some part of the world, telecom operators offering banking services - mobile money or wallet is one big disruption... both for telco and banking industries... #SASchat #Analyticsmodernization

A3: Both - the recent lockdowns and also the war in Ukraine, established inevitable dependencies of our modern society on telecom services... This is an opportunity as well as responsibility for the industry.. #SASchat #Analyticsmodernization

Telecom industry offers democratization of digital highways... a way to common people to take advantage of digital innovations and disruption... imagine booking a taxi via Uber without a network.. #SASchat #Analyticsmodernization

SAS Forums A4 Ambitions and strategies are being set and followed by them all #SASchat - just look at the CSPs own web sites such as telekom.com/en/company/str…

A4: Network service is enabler of experience... it is time redefine customer experience for telecom industry. Gone the time when 'no drop call' was considered as an experience...#Analyticsmodernization #SASchat

A5: There is more need to have innovations on the customer experience side than the tech side... there are tech giants who are on the forefront of tech, but what about defining innovative CX and talent acquisition should reflect these priorities. #Analyticsmodernization #SASchat

Absolutely... disruption may always look like damaging in the beginning...

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