Transforming Telcos In The Era Of Hyper-Personalization

T-Mobile is on an ambitious journey that’s setting the customer service bar ever higher. It’s adapting and moving far beyond just account-level marketing, to encompass onboarding, retention, real-time risk analysis, collections and customer-level decisioning, that now informs every area within the credit domain. It’s a transformation that now touches every step of customer journey. Insight and intelligence are continually gathered to build, develop and improve the way the business interacts with its customers on a granular, hyper-personalized one-to-one basis. The team has already rapidly evolved beyond a typical credit-risk department, to a lean, agile, 360-degree customer insights’ team. As a result, the programme is set to see the T-Mobile team become the single source of all customer intelligence that oversees the delivery of smart, seamless, integrated digital experiences and omni-channel risk-aware marketing campaigns - all underpinned by advanced analytics and a continual feedback loop. The upcoming session outlines the path to hyper-personalization and what’s coming over the horizon for the Telco sector.