Optimized digital customer experience.
WOW! Telecommunications had the goal to improve its customer experience by leveraging digital key points of their customer journey, making it easier for customers to engage in self-care.
Digitalize the brand by a better understanding of WOW!’s customer journey
TSC analyzed WOW!’s current customer journey and propose an optimized channel mix to improve CX, increase CSAT and retention, identify cost savings. We used different approaching: leveraging existing personas, run stakeholders interviews, leverage customer insights from survey verbatims, conduct agent side by sides and focus groups.
We shared customer experience insights, pain-points and opportunities with WOW! to help them to get a digital transformation strategy for 2018.