Digital disruption is continually reshaping what customers expect from their providers, and communications companies are finding it difficult to evolve quickly enough to keep up.
WHAT’S THE KEY TO CUSTOMER “STICKINESS” TODAY?
Enable seamless customer engagement
to create a personalized and contextual
platform for the new liquid customer.
Personalized customer experience, marketing,
campaign and Next Best Action.
Data-driven architecture using computing to
provide actionable information and
Mobile First 100%
Works across all digital
devices and all channels
campaign and NBA
DevOps Tools and Practices
integrated into the platform
Portable across private,
hybrid, and public secure
leveraging on cognitive
computing and providing
actional information and
Built on leading-edge
design based; micro
Systems of Record
Flexible decoupling reducing
front-end and legacy systems
Reduces channel maintenance
and provisioning costs, reuse
of content, centralized
business rules and reduced
End-to-end, data driven, intelligent solutions
Dawn Anderson is a Managing Director in Accenture’s Communications, Media and Technology operating group which serves clients in the communications, electronics, technology, media and entertainment industries. She currently leads Management Consulting for CMT North America and serves as the Global Lead for our Customers & Channels practice. In these roles she is responsible for setting the overall vision for the consulting business.
Dawn has 20+ years of deep experience in customer-centric business transformation, driving sustainable cost, revenue and loyalty results by optimizing Marketing, Sales and Customer Service operations. Paramount to client success in these areas is a well-defined thought leadership agenda. Dawn has been the architect behind many of Accenture’s offerings and thought leadership pieces, most recently establishing the vision and foundation for Omni-Channel and the impact it will have on Accenture’s clients. During her career at Accenture, Dawn has served in a number of leadership roles across a variety of industries within Accenture’s Strategy and Consulting businesses.
Ed Engles is a leader in Accenture’s Management Consulting Practice helping clients in the Communications, Media, and Technology industries. Ed leads Accenture’s Omni-Channel practice for North America. His areas of focus are Marketing, Sales and Customer Service. Ed has spent the past 14 years working on large complex programs, specifically assisting wireline and wireless providers in North America. Ed's experience with Omni-channel customer care at a leading wireless provider was responsible for identifying significant efficiency and customer experience optimization opportunities across Web, IVR, Handset and Retail customer care.