Dave Labuda, CEO of MATRIXX Software and executives from Three Group (CK Hutchison Holdings) share their views on “Building Positive Engagements with the Connected Customer” at MWC 2017 in Barcelona.

1. Building Positive
Engagements with the
Connected Customer
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Dave Labuda,
Founder, CEO & CTO
MWC, Feb 2017

2. 2
• Tier 1 digital transformations
• Disruptive new brands
• All focused on customer experience
2013 2014 2015 2016
postpaid
prepaid
MATRIXX Digital
deployments

3. The weapon Telcos need to succeed
Winning with
Digital experience
Instant gratification
Everything on-demand
Fun, engaging
Personalized
Accurate, intuitive
Fully transparent
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4. 4
This new world
requires a new approach
New Challenges
• High frequency interactions
• Instant customer responses
• Data precision
• Systems transparency
• Must be right the first time
New Considerations
• Optimized ‘Digital Paths’
• Required and impacted data
• Number of systems touched
• Network impacts
• Bottlenecks under peak load
• Msecs response every time

5. 5
It only solves 10% of the problem
Your mobile App is the tip of the iceberg
90% of the challenge is beneath the water
Traditional BSS can’t deliver a
digital-grade experience
For breakthrough customer experience,
Digital Paths must be optimized from
network to screen

6. 6
Change customer
perceptions using:
DENMARK
SWEDEN
UK
• Deep customer insights
• Contextual, real-time triggers
• Personalized offers

7. Small improvements = BIG results
Set incremental, achievable KPIs
Focus on your Digital Paths first,
then evolve your business
For more info:
www.matrixx.com
Start now, move fast
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8. Thank You
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