Ahmed Furkan Gul
Digital Business Development Manager
1:55 PM Improving digital customer experience towards 2023: Driving self-service through visual IVR and integrated mobile platform
As Turkey’s leading telecom provider, Turk Telekom is reinventing the business model and customer contact through their relentless digital transformation effort. This case study will provide 2 specific projects and key learnings:
Designing a digitalised customer journey towards 2023: What are the key components?
- How to reduce the 100M calls a year we are receiving now?
- Visual IVR as a different solution to balance productivity, cost and performance
- Advancing the digital customer journey through integrated mobile platform
- How to encourage customer adoption?