General Manager Service Transformation & Digitization
Chatbots and self-service experiences are on the radar for most organizations but many stumble with management of data, workflows and customer journeys to scale up and personalize this experience across a large customer base. Moreover, the learning curve for customers and agents to adopt this new way of interaction is a challenge. In this session, Ritu addresses how she overcame these challenges to transform and bring proactivity to Telstra’s traditional B-2-B service model.
- Strengthening analytical capabilities to detect and predict customer journey pain-points
- Creating an agile team that prioritizes customer outcomes and continuous improvement over large scale transformation projects
- Balancing self-service experiences with the human touch