The telecoms operator revamps its digital channels, to improve customer experience and enable self-service.
Dr Noxolo Kubheka-Dlamini , Chief Digital and Information Officer at Telkom Consumer & Small Business, chats to ITWeb TV about the mobile network operator’s renewed strategy to accelerate self-service across its digital channels. #telkom #itwebtv #telecommunications
Dr Noxolo Kubheka-Dlamini, chief digital and information officer at Telkom Consumer & Small Business, told ITWeb TV that after recently breaching the 21 million mobile customer milestone, the operator is renewing its strategy by overhauling online channels to deliver intelligent and personalised experiences.“Telkom’s strategy is informed largely by a ‘digital first’ approach.
‘We're simplifying online engagements for customers, and over time we will be integrating technologies like generative AI to take our customer experience to the next level.” Dr Noxolo Kubheka-Dlamini, chief digital and information officer at Telkom Consumer & Small Business. “It is also equipping our stores and contact centres so that our agents use platforms that enable them to be agile and responsive, but also improve the speed with which they resolve customer queries.”
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