KATHMANDU, FEBRUARY 23

Huawei and its partners won the Catalyst industry contribution to TM Forum Award last week for its contributions to customer experience (CX) standards and practices.

This rapid-fire, proof-of-concept catalyst project, titled 'Leveraging AI/ML to drive CX business outcomes proactively,' also won TM Forum's Best Implementation of Innovative Technology Solutions award last year.

The project showed how communication service providers (CSPs) and partners can better use intelligence to more accurately determine customer needs and context. By identifying their largest CX gaps and which CX aspects can be leveraged to drive better business outcomes, CSPs can make more informed and strategic investments into CX, increase Return on Experience (RoX), and achieve experience-centric business operations, Huawei said in its statement.

The project's main contributors all spoke proudly of the project's success.

The Intelligent Experience Operations system created during this project is based on a '1+4' framework for exploration and practice. The system identifies key experience factors that affect business and prescribes recommendations for experience improvement. Under the leadership of a corporate-level customer experience management team, a CSP's various functional departments can then align their own initiatives to improve end-to- end customer experience, closing the loop to action business intent, Huawei further stated.

'Within the '1+4' framework Intelligent Experience Operations system, CSPs first create a unified customer experience strategy that is then implemented through initiatives developed under four major strategic pillars: Executive-level CX leadership, Corporate-wide CX Measures (e.g.CEI+), Customer-centric Culture and Data-driven Digital Operations Management. Together, these pillars hallow CSPs to adapt to their ever-changing market environments and effectively realize their full business potential.'

According to Huawei, this solution approach has the potential to push operators towards more customer-centric business models – impacting how all functional units collaborate to better serve their both B2C and B2B customers. This will allow them to maximize the value of data and experience, accelerate digital transformation, and enable CSPs to develop their business by leaps and bounds.