[London, UK, October 29, 2021] The catalyst project “Optimizing AI / ML to Drive CX Business Results Proactively” won the TM Forum Award “Best Implementation of Innovative Technology Solutions” for Creating Business Value and Deliverables for Standards and Standards. best customer experience (CX) practices. The Catalyst Project is a joint innovation program of Huawei, leading communications service providers (CSPs) and partners that harness the power of AI to more precisely discover customer needs and context. The Catalyst Project reveals where the biggest CX gaps are and what CX aspects we can leverage to achieve better business results. With this information, CSPs and partners are able to invest in CX more strategically and prudently, providing them with the best Return on Experience (RoX) and achieving experience-centric business operations.
Huawei Wins Forum 2021TM for Best Implementation of Innovative Technology Solutions to Leverage AI / ML to Proactively Drive CX Business Results
The members of this project worked together to create an Intelligent Experience Operations system. The Intelligent Experience Operations system is based on a “1 + 4” framework for exploration and practice. The framework begins with business intent to gain a comprehensive overview of the customer experience, then identifies key experience factors that affect the business and prescribes recommendations for improving the experience. Under the direction of an enterprise-level customer experience management team, the different functional departments of a CSP can align their initiatives to improve the end-to-end customer experience, closing the loop to act on business intention.
Based on the intelligent experience operating system of the “1 + 4” framework, the unified customer experience strategy must first be established. The strategy is then implemented through initiatives developed under four broad strategic pillars: CX leadership at top level, company-wide CX metrics (e.g. CEI +), customer-centric culture and data-driven digital operations management. Together, these pillars have enabled our project team members to adapt to the ever-changing market environment and effectively realize their business potential.
Intelligent experience operating system
Mohammad S. Alsalim, general manager of insurance and CEx strategy, corporate customer experience, stc. said: “Our collaboration with TM Forum has been an important pivot for our achievements over the past few years. We have built the entire model on the TM Forum customer journeys and are now using many TM Forum resources to accelerate our work and stay ahead of the curve. Our partnership with Huawei and TM Forum through our participation in the TM Forum Catalyst project “Optimizing AI / ML to Drive CX Business Results Proactively” has helped us a lot to evolve and evolve the customer experience and the associated RoX. stc-CCEx will continue to work with all of our partners to unleash all potential RoX around CEx and the digital customer experience and we are all happy to share our experience and the benefits of this catalyst with all ForumTM associates as per the needs.
“By joining the TM Forum programs, Huawei will continue to invest in digital technology to create future experience-based autonomous operations through Huawei AI-based solutions such as HUAWEI SmartCare®, while helping to create industry standards and new best practices. This will enable the communication service. Suppliers (CSPs) to accelerate the transformation of digital operations by creating open and intelligent digital capabilities. The continued and fruitful cooperation with TM Forum, CSPs and industry partners inspires us to further develop. Said Liang Shiming, Managing Director, Huawei Consulting & System Integration Marketing & Solution Dept.
This solution approach has the potential to dramatically change the mindset of operators towards customer focus – affecting the way all business units work together to better serve their customers (both B2C and B2B), to maximize the value of data and experience, to accelerate digital transformation, and enable CSPs to grow their business by leaps and bounds.
Follow this link for more information on the Catalyst project: https://myaccount.tmforum.org/networks/21-0-197/index.html