Program Overview
Making Customer Value Creation the New Competitive Equation
The CMO Council, in partnership with Huawei's OPEN Roads Community, has embarked on a new thought leadership initiative to bring together leading voices across the ICT in order to create an actionable framework for more effective and consistent engagement across all customer touch points and channels of digital interaction. Getting Serious About Omni-Channel Experience explores the critical need for carriers to free themselves from costly and cumbersome legacy infrastructures to become customer-responsive, agile and intuitive digital business operators.
In an effort to build a framework for a more effective and consistent experience across all customer touch points, the aim of this initiative is to advocate a common model, implementation roadmap, as well as best practices and processes for evolving to a higher level of customer experience, value creation, retention, and business performance.
We will bring together leading telcos and brands to create a unified omni-channel experience that advances global customer connectivity, secure digital communication, real-time customer interaction, and multi-channel content delivery. It is clear that digital technologies lower OPEX and improve customer experience, yet with the rapid deployment of new technologies, along with increasing customer expectations, it is vital to explore ways Mobile Network Operators (MNOs) and Communications Service Providers (CSPs) can become strategic partners to help brands improve customer interaction, market insight, and campaign effectiveness using new analytics tools, data sources, engagement technologies, and a robust omni-channel management model.
This program will consist of a global study to audit and assess the digital revolution and how this shift is most impacting telco, enterprise brands and the customer. The study will determine the maturity of the current state of omni-channel management and the imperative to outline new paths for growth. We will bring together leading voices to advance this conversation at a roundtable at Mobile World Congress in Barcelona, in an effort to create open collaboration and exploration of relevant business use cases and new product structures as brands look to rapidly innovate and advance their omni-channel agenda.