How DNA is Redefining Customer Experience in the Telco Industry

Customer Experience
Guided Selling
Omnichannel

How DNA is Redefining Customer Experience in the Telco industry

Esamatti Vuolle, full stack Commerce and Customer Experience Expert at DNA Oy will share his experience with integrating Guided Selling solutions in the telco sector.

DNA Oy is one of Finland’s leading telecommunication groups offering diverse telecommunication services to consumers, facilitating communication, security and entertainment. For companies, DNA provides easily deployable and secure high-quality communications and network services. The company aims to help customers boost their productivity and succeed with ICT services.

DNA has a clear customer-first attitude and wants “to make their lives more inspiring, productive and entertaining.” Therefore, the company also monitors the changes in consumer habits closely and continuously develops new types of services and products.

Considering the consumers’ insatiable demand for “all-you-can eat” data, most telco companies have a true challenge at hand: Today’s consumers are more discerning than ever, use their mobile devices and apps to access over-the-top (OTT) services such as YouTube, Skype, streaming music services or Netflix, and expect their providers to support a “triple play” of technologies: Telephone, television, and Internet.

To stay profitable, increase margins, conversion, and ARPU (average revenue per user) in this mature market, telecom companies have to figure out how they can

  • differentiate products and services
  • monetize the delivery of these (new) services
  • and most crucially: attract less price sensitive consumers who value these added value services and outstanding customer experiences

Read more: It’s Confusopoly! Why You Have to Optimize the Telecom Online Pre-Sales Customer Experience