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LATEST THINKING


Unlocking the power of "Digital Inside"

All operators need to look for methods for customizing this next digital wave to meet the needs of their own organizations. It promises to be valuable…as well as a lot of fun. Explore this point of view about how to move at digital speed with your customers and within your organization.

Overview

Over the past two years, operators have invested more than $20 billion in digital technology to automate the experiences of their consumer and enterprise customers. For most operators, this investment in digital technology has not translated to improvements in the customer experience. While operators may look digital on the outside, the usability of customer-facing systems that the majority of staff in all channels use to execute their work has barely improved in a decade.

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The Approach