Technology and Telecommunication
Technology is the engine for businesses and sectors evolution. New services, more information, process automation and customer experience digitalization are cross-cutting and unavoidable trends.
Technology and Telecommunication
Technology is the engine for businesses and sectors evolution. New services, more information, process automation and customer experience digitalization are cross-cutting and unavoidable trends.
The technology and telecommunications sector have evolved dramatically in recent decades and it has revolutionised the way we communicate, do business and live our lives.
New challenges and trends promise to continue to transform this sector:
— New technologies and digitalization are resources for customer experience differentiation and business processes transformation, enhanced by new technologies such as 5G networks, IoT (Internet of things) solutions, the use of artificial intelligence and machine learning, implying new systems and new skills in organizations.
— The“struggle” for the client continues to be a priority in these sectors with high acquisition costs. A strategy focused on the customer, its journey and experience, a focus on digital communication, the provision of new services and a consistent multi-channel strategy, are essential to maintain a loyal customer base and generate profitability. to be a priority in these sectors with high acquisition costs. A strategy focused on the customer, its journey and experience, a focus on digital communication, the provision of new services and a consistent multi-channel strategy, are essential to maintain a loyal customer base and generate profitability.
— The development of partnerships, both as part of the core business (e.g. dealers network, installers, IT providers) and as a way of entering new business areas, are key to generate value for the customer, differentiate the offer and develop new sources of revenue and return on the investments made.
New business models
Business opportunity identification, market analysis, economic and technical feasibility studies, acceptance tests of services by consumers, investment levels assessment, and marketing strategies development and monitoring.
Process of digitalization
Identification, mapping and redesign of processes, based on new technological platforms. Definition of technical and functional requirements, as well as interdependencies, timings and project costs. Implementation project management and monitoring with internal or external teams (PMO).
Redesign and digitalization of Customer Experience
Customer journey analysis, identification of areas for improvement and design of new customer experience. Project requirements definition, cost evaluation, timings and dependencies. Implementation project management and monitoring.
Distribution channels management
Strategy definition for managing online and physical sales channels (stores, direct sales, door-to- door, call centres). Compensation policies and sales incentives, certification and training programmes, commercial policies and customer offers.
Customer retention and loyalty
Customer lifecycle identification and mapping, loyalty programs development integrated into the CRM strategy. Churn (loss of customers) analysis, development of preventive actions and customer retention programmes.