Intense price competition and declining EBITDA margins have sieged the telecom industry. Moreover, telecom service providers are impacted by poor Net Promoter Scores in customer experience when pitted against the global tech giants. Industry leaders acknowledge the urgency in investing and transforming customer experiences for the better if they intend to improve profitability, reduce costs and develop new innovative services.
In our experience, this transformational journey for a telco must include a 360-degree view of its stakeholders as it drives value creation for customers. Telcos can achieve this transformation by creating:
- a digital-first experience,
- seamless service experience,
- exceptional employee experience,
- and a positive brand experience.
twimbit recognises SK Telecom (SKT) for delivering the best overall customer experience.
“SK Telecom aces Customer Experience with a focus on AI and Employee Experience.”
Its strong drive to enhance employee experience served as a blueprint for delivering exceptional customer experience. Also, the service provider focuses on leveraging AI, analytics, big data, and other consumer-oriented technologies to deliver a seamless digital experience.
- The SKT experiential store ‘T Factory’ showcases how SKT has transformed from a telco to an ICT player by seamlessly connecting the customers’ offline and online experiences.
- SK Telecom has been building a positive brand experience for its customer base. SKT manages the ‘Happy Credit’ program in which customers accumulate points for purchasing goods from social enterprises and SMEs across its various platforms. The customer donations (points) are used to run the AI care service for seniors and the SKTs coding school project for youth with disabilities.
A detailed profile of SK Telecom and its initiatives is here: (pg. 12-20)
For the complete list of Asia Pacific telecom service provider winners: click here