One of the main pillars in the Digital Transformation initiative for the Telcos is consumer engagement. For Telcos to successfully migrate consumers from physical to digital channels they need to provide:
Ooredoo Maldives used its Self-Care Engagement as the core of this transition. It made it seamless over Web and Mobile Application (omni-channel), aggregated the Mobile Money, Self Care with an elegant, and fluid UX, and invited 3rd parties - OTT players, Amazon Prime, Brick and Mortar merchants, to advertise and sell their products in a marketplace on the same channel.
The consumer engagement went up from 3 times a month to 27 times a month, from 68 seconds per session to 128 seconds per session. And while the initiative started a new stream of revenues, it exploded the core business of recharges, and bill payments through the digital channel from single digit of the base to mid double digit of the base.
This needed CXO level commitment, operational excellence at all levels, and an e-commerce speed to drive the first mover advantage - possible with Presto technology staying lock-step with the business goals.
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