Data-driven personalisation of customer journey set to transform omnichannel buying experience
Bulb Technologies, a leader in service management and customer experience solutions, today announced its participation in a TM Forum Catalyst Proof of Concept (PoC), taking place at TM Forum’s Digital Transformation World conference and exhibition (14-16 May, Nice, France).
Championed by BT, this Catalyst project, Accelerating the shift from Communications Service Providers (CSPs) to Digital Service Providers (DSPs), will set forth a use case for a data-driven digital transformation of the customer journey. Bulb Technologies, along with its partner Cognizant, CloudSense and Software AG, will demonstrate the value of a cloud based experience engine that uses advanced data analytics to dynamically optimise user journeys and provide a personalised buying experience in real time, while reducing manual intervention. Applied on mobile and landline services, this PoC will demonstrate how CSPs can automate telco processes and gain 360 visibility on customers, networks, performance and services to troubleshoot and solve issues more effectively and more easily.
The Catalyst use case brings together real-world elements of a CSP’s business model, technology capabilities and customer experience to create a roadmap for a data-driven digital transformation of omnichannel customer experiences to provide the optimal next best action for customer interaction on mobile and landline services.
Key CSP benefits of the Catalyst use case will include:
- Transform service interactions and increase efficiency by reducing the time needed to resolve problems
- Provide tools that enable customers to manage their data usage themselves
- Power-up loyalty programs in order to provide valuable rewards
“In the industry, everything is about Communications Service Providers becoming Digital Service Providers, but there are still debates as to what this really means and how this can be done. The goal of this Catalyst is to enable the industry to start ‘walking the walk’ and prove how innovative technologies, such as AI can enable CSPs provide a fully digitalised service to their customers, adapted to today’s needs,” said Neven Stipčević, CTO, Bulb Technologies.
“Offering a personalised, omnichannel customer communication is now considered to be part and parcel of the digital experience. However, that’s easier said than done, and many CSPs are yet to offer the kind of data-driven experience that customers demand,” said Aaron Boasman-Patel, Vice President AI & Customer Experience at TM Forum. “Catalyst projects like this one are important because they use industry collaboration, facilitated by the Forum, to tackle real-world digital business challenges like accelerating CSPs in offering data-driven experiences. We look forward to seeing what Bulb Technologies, Cognizant, CloudSense, Software AG and BT present during Digital Transformation World.”
TM Forum Catalysts are proof-of-concept projects developed collaboratively by TM Forum members, the global industry association for digital business, connecting companies, individuals and diverse ecosystems, to create innovative solutions to common challenges demonstrating how this can be achieved leveraging key TM Forum best practices and standards.
At the heart of the Catalyst will be Bulb Technologies’ CEMPRESSO suite of solutions. The software platform provides customer support process automation and knowledge management across selfcare and chatbot channels through automated diagnostics, troubleshooting and guided problem-solving for all types of telecom services. The CEMPRESSO customer experience management platform collects, processes and analyses relevant data to generate actionable insights and trigger proactive actions to improve overall customer experience level. The scalable big data solution constantly processes data from customer devices, network elements, service delivery platforms and OSS/BSS systems to generate insights for driving of technical operations, customer care and marketing actions.
To see the CEMPRESSO platform in action and meet with Bulb Technologies at Digital Transformation World in Nice (14-16 May 2018) to discuss its Catalyst project further, please contact the team here.