A3 in customer experience: Possibilities for personalisation

Original price was: £3,000.00.Current price is: £1,000.00. excl VAT

Improving customer experience has been a focus for telcos for almost 20 years, but there is still some way to go. This research looks at how A3 is helping telcos today and how it can address key challenges in future.


Format: PDF filePages: 39 pagesCharts: 13Author: Charlotte PatrickPublication Date: October 2021

Table of Contents

  • Executive Summary
  • The value of A3 in customer experience
  • Use of A3 to improve customer experience
  • The most important uses of A3 for improving the customer experience
    • Complex data
    • Personalisation
    • Planning
    • Human-machine interaction
    • AI point solution
  • Conclusion
  • Appendix: Methodology for calculating financial value
  • Index

Table of Figures

  • Figure 1: Where is the financial benefit of adding A3 within a typical telco customer journey?
  • Figure 2: Priorities in the contact centre
  • Figure 3: Priorities in the digital channel
  • Figure 4: Definitions for Figure 5
  • Figure 5: Use of A3 to improve customer experience
  • Figure 6: Customer journey management functionality
  • Figure 7: A3 uses within personalisation
  • Figure 8: Example of real-time guidance
  • Figure 9: Personalisation engine
  • Figure 10: Customer engagement centre
  • Figure 11: Chatbot functionality in a telco
  • Figure 12: A3 in telcos financial modelling methodology
  • Figure 13: When and how telcos capture the value of A3 varies depending on the type of use case

Companies: Comcast, Swisscom

Keywords: A3, AI, analytics, Augmented Reality, automation, best next action, best next offer, Biometrics, chatbots, Comcast, contact centre, Customer engagement centre, customer experience, customer journeys, customer support, digital commerce, fraud, Human-machine, image recognition, intelligence, IVR, Machine Learning, marketing, micro-segmentation, ML, personalisation, Predictive engagement, proactive care, Real-time guidance, speech recognition, Swisscom.