Today’s customers are digitally savvy and more open to adopting new technology. The challenge for telcos lies in the high service benchmarks set by digital natives Netflix, Spotify, and Amazon.

Digital initiatives are crucial for operators to extract insights about consumers. Adopting the right CX technologies paves the roadmap toward building a great customer engagement platform and optimising customer interactions.  

A digital-first experience has to marry omnichannel communication, service personalisation, digital platforms & mobile application, and security & privacy into a single fabric.

twimbit recognises KDDI for delivering the best digital experience.

“KDDI aces Digital Experience with seamless integration of communications and life design services.”

• KDDI has been expanding life design services using emerging technologies, with the operator shifting from customer acquisition to enhancing service experience.

• The life design service is an example of integrating big tech to deliver a personalised digital experience to customers.

• “au” is strengthening its point of contact with customers by using big data to find entry points into users’ lifestyle needs”.

• “‘Au pay”’ is being positioned as a SUPER APP that will become the launchpad for customers’ daily life activities by integrating services such as hailing taxis and making restaurant reservations.

A detailed profile on KDDI is here: (pg.30-39).

For the complete list of Asia Pacific telecom service provider winners: click here