Luca is a top leader, influencer, versatile customer-focused professional and innovator with strong international expertise ranging advanced analytics, big data, CRM, sales, marketing, customer experience and consultancy. His expertise has brought forth successful projects and strategy implementations within customer lifecycle management, customer relationship management, sales and marketing, BI and big data for global telecommunications providers.
More than 400 KPIs measure stc’s success against its DARE strategy. ‘Quality of Experience’ stands out as a key categorical measure of stc’s progress against its corporate strategy.
Creating a superior customer experience means stc’s customers become stickier, are willing to upgrade, accept a cross-sell, or upsell more frequently which drives stc loyalty. However, before stc can accelerate growth in their traditional business through upsell and cross-selling opportunities, they must ensure that customer experience is simplified to minimize customer disruptions, making stc easy to do business with. ‘Quality of Service’ starts with optimizing calls through reducing call setup times, preventing unsuccessful dropped calls, maximizing speech connection quality, and maximizing internet connectivity and bandwidth speeds. However, optimizing phone and internet services quality is just the start. Should an issue arise, stc looks across its digital and call center channels to minimize disruption and inconvenience to its customers. Response times to call centers and disruption resolution are key indicators where ‘Quality of Experience’ may be monitored and improved upon.
Less spam and more relevance make customers feel like stc knows and understands them.
With all of this behavioral analysis, stc connects with customers in ways others cannot. For stc, they see a substantial return in customer take rates of its offers. “If you have a campaign that is one message for all, typically campaign take rates return is 0.5-1%. Our campaigns with a dedicated base of needs, attitude and behavior, plus a real-time event may go up to 30-45% take rates, which is incredible. The return on investment and take rates, it’s much, much higher.”
Other customer stories
Customer experience builds a runway for the future.
Securing banking with AI and ML.
Understanding the network at a deeper level.