Customer Experience Programme

Improving experience for mobile telephone customers 

The Client

Africa’s largest mobile telephone network, Johannesburg

My Role

Programme Lead and Strategist

The Business Challenge

The mobile telephone market had become increasingly competitive. Mobile market penetration was high, multiple networks and virtual operators were in competition, the barrier to changing providors was low, and customer churn was increasing. 

The Solution

A customer experience improvement programme that delivered a consistent, high-quality experience throughout the customer lifecycle, regardless of the channel through which the customer interacted. 

The Business Benefits

Reduced customer churn and increased lifetime value.