Inside Vodafone NZ’s digital transformation programme

We’re transitioning to be a total customer centric company and delivering small improvements quickly with more customer feedback along the way Luke Longney, Vodafone NZ

In three years, Vodafone expects up to half of customer transactions will take place through digital channels, and 60 per cent of inbound inquiries will be serviced with the help of virtual assistants.

This is the impetus behind the company’s launch of the Digital Vodafone 2021 programme in New Zealand.

In a statement, Vodafone says Digital Vodafone 2021 aims to create the most engaging digital customer experience by adopting agile as a way of working, embracing new technologies and simplifying business models.

The new ways of working will mean a more empowered workforce, greater employee satisfaction, and increased business agility through simplification and digital maturity.

The biggest advantage is in building a learning organisation that’s equipped to lead through the next wave of industry disruption, says Vodafone.

The programme, supported by IBM iX, will ensure customers will be able to use more self-service options, and benefit from instant transactions and more frequent improvements to services, it states.

Vodafone has selected Watson as its preferred AI platform following a successful trial with a Watson-powered chatbot. The chatbot was able to resolve 88 per cent of mobile roaming queries, says Vodafone.

“Customer experience is at the forefront of Vodafone’s growth strategy,” says Luke Longney, digital lead for Vodafone New Zealand.

“We’re transitioning to be a total customer centric company and delivering small improvements quickly with more customer feedback along the way.”

Vodafone is using IBM’s Enterprise Design Thinking approach to ensure the company remains customer-driven and focused on the right goals. In addition, Vodafone is employing agile methodologies to empower cross-functional teams to be creative, flexible and design the best possible solution for the customer.

“We’re adopting agile incrementally, learning from our experiences and scaling in the areas where it delivers the most benefit for customers and our business,” says Longney. “This approach will allow the entire organisation to learn and adapt. The support of IBM’s expert coaches has been instrumental in driving successful adoption and building our internal capability.”

Matt Candy, IBM iX global leader, says telcos around the world are experiencing increasing data traffic and network costs, while stiff competition from startups and disruptors keeps pressure on pricing and revenue growth.

“To thrive in this new era, companies like Vodafone need to entirely redesign workflows, enabling their teams to operate at an exponential pace. IBM iX specialises in design and digital reinvention, and has real world experience to support Vodafone’s teams through its transformation.”

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