[Shenzhen, China, February 24, 2020] Recently, Saudi Arabia STC and Indonesia XL Axiata jointly with Huawei won the ‘CEM in telecoms annual improvement award’ and ‘Best-in-class example of return on investment (ROI) ’awards which is awarded by IQPC Customer Experience Management (CEM) Global Summit. These awards reflect industry recognition for Huawei CEM solution and its outstanding performance in carrier practice.
Saudi Telecom Company (STC) is a leading carrier in the world. It started striving for digital transformation from Network-centric to Customer-centric since 2012. To accelerate its journey towards customer centricity, STC established Corporate Customer Experience department that is empowered by Group CEO in 2019 to consolidate and streamline customer experience initiative across all business units and deliver excellent user experience. Based on HUAWEI SmartCare® SOC solution, STC optimized its marketing campaigns by introducing contextual communication, hence generating incremental revenue. Enhanced its digital experience by handing customer complaint through CCA, driving efficiency in customer care and improving FCR. The award is a recognition for the efforts and innovation made by Saudi Telecom in customer experience transformation in the past year.
XL Axiata is the second largest mobile operator in Indonesia, which has a highly competitive telco marketplace. The award is given based on the success of XL Axiata’s initiative through analytical customer value management through a single visualization platform. This platform is supported by data analytics and modelling tools based on AI (artificial intelligence) to integrate various data from internal and external sources, which include market data, customer experience data, and network data such as billing/probe/OSS data. As a result, ROI in key areas has been able to increase significantly.
The CEM in Telecom Summit is an annual flagship activity held by IQPC in telecom industry customer experience field. World well-known carriers and suppliers attended the summit. The annual CEM in Telecom awards are intended to recognize service providers who have made outstanding contributions in global communications industry CEM fields and made innovative achievements. The awards are selected by an independent judge panel composed of experts from industry and fields.
For more information, please check out the IQPC website.