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Dave Labuda at MWC 2017: “Building Positive Engagements with the Connected Customer”

Dave Labuda, CEO of MATRIXX Software and executives from Three Group (CK Hutchison Holdings) share their views on “Building Positive Engagements with the Connected Customer” at MWC 2017 in Barcelona.

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Dave Labuda at MWC 2017: “Building Positive Engagements with the Connected Customer”

  1. 1. Building Positive Engagements with the Connected Customer 1 Dave Labuda, Founder, CEO & CTO MWC, Feb 2017
  2. 2. 2 • Tier 1 digital transformations • Disruptive new brands • All focused on customer experience 2013 2014 2015 2016 postpaid prepaid MATRIXX Digital deployments
  3. 3. The weapon Telcos need to succeed Winning with Digital experience Instant gratification Everything on-demand Fun, engaging Personalized Accurate, intuitive Fully transparent 3
  4. 4. 4 This new world requires a new approach New Challenges • High frequency interactions • Instant customer responses • Data precision • Systems transparency • Must be right the first time New Considerations • Optimized ‘Digital Paths’ • Required and impacted data • Number of systems touched • Network impacts • Bottlenecks under peak load • Msecs response every time
  5. 5. 5 It only solves 10% of the problem Your mobile App is the tip of the iceberg 90% of the challenge is beneath the water Traditional BSS can’t deliver a digital-grade experience For breakthrough customer experience, Digital Paths must be optimized from network to screen
  6. 6. 6 Change customer perceptions using: DENMARK SWEDEN UK • Deep customer insights • Contextual, real-time triggers • Personalized offers
  7. 7. Small improvements = BIG results Set incremental, achievable KPIs Focus on your Digital Paths first, then evolve your business For more info: www.matrixx.com Start now, move fast 7
  8. 8. Thank You 8