EUROPE
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17 continues to transform ,” he says . ““ Liberty is currently updating its TV , broadband and mobile products which are driving a high customer NPS ( net promoter score ) and are being very well received by customers . Now that our products are driving excellent customer experience around accessing and using our products , we want to drive the same high quality and personalized customer experience across all channels and communications that interact with our customers .” Indeed , on-demand offerings from the likes of Netflix and Amazon have changed the way we consume content and shifted customer expectation , creating fierce competition for the traditional telco . “ Everyone is on a similar journey at the moment – and a key aspect is digital ,” says Macdonald
Macdonald ’ s closest affiliate , UPC Switzerland , is currently undergoing a three-year digital transformation journey . “ We ’ re going to change the way the business is structured , putting in brand new capabilities to drive a more personalised experience ,” he explains .
Along with safety and security , ondemand and personalisation are the
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