How would you describe the UPC Switzerland and Infosys digital partnership ?

Duncan : Liberty Global and Infosys have been collaborating for over six years now and have really started to increase our collaboration in Switzerland in the last year . We are engaged in an exciting new piece of work around digitizing Switzerland and for this , Infosys has developed an Adobe-based online experience layer and are now working on a customer care layer to drive continuous improvement in the customer experience . It ’ s great to be working in partnership with Infosys ( and Brilliant Basics , a global design and innovation studio of Infosys ), alongside our IT and business teams to transform the way we imagine our customers ’ journeys .

How has this digital transformation helped UPC Switzerland customers ?

Duncan : From a business perspective , our partnership is improving customer engagement through personalised Omni

Channel customer-centric journeys . This will drive the customer experience , reduce unnecessary contact and increase in first call resolution , increase in online sales , increased average revenue per user ( ARPU ), and faster time-to-market for pricing or proposition offers – which we can see directly through revenue or through KPIs such as improved Net Promoter Score™ ( NPS ).

What ’ s the future on customer and digital journey going forward ?

Duncan : UPC Switzerland is always looking to engage more deeply with customers – personalization with appropriate Big Data and Analytics is going to be a real focus . So , together with Infosys , we are harnessing the latest technologies and solutions based on artificial intelligence ( AI ) and machine learning ( ML ) as part of the data analytics . We see Infosys as a reliable partner guiding us in our digital journey , while also adapting to the needs of business , in our journey towards a true digital ecosystem .