Customer centricity and reshaping the structure of a company so that it puts the client first has been a recurring theme over the past years in board meetings around the world, no matter the industry. However, new post-COVID customer behaviors and the accelerated digital transformation of telecommunication companies originated in their need to incorporate 5G technology, has made customer-centric networks a condition rather than a potential competitive advantage for telecom operators specifically.

According to our guest Julia Martinez Arenas, Customer Experience Manager at Telefónica, the key to an efficient customer-centric network powered by automation and artificial intelligence technologies, stems from anticipating customer pain points and proactively taking action before they evolve into problems.

Join our guests, Julia Martinez Arenas, Customer Experience Manager at Telefónica and Fernando Rex, Partner and Head of Network Business at NTT DATA Europe & LATAM, in this conversation about several complex topics such as the process behind Telefónica’s journey to customer centricity, why defining the Customer Experience Maturity model is vital, the benefits of zero-touch customer-centrics networks, or what is the Customer Experience Index.

Listen to the sixth episode of our podcast series dedicated to the telecommunications industry where, together with our guests, we discuss how zero-touch customer-centric networks are the key to improving customer experience.

Guests:

Julia Martinez Arenas, Customer Experience Manager at Telefónica

Fernando Rex - Partner and Head of Network Business at NTT DATA Europe & LATAM