“ SpatialBuzz is a platform that allows us to monitor our customer status checks - it ’ s all about putting the customer ' s lens on everything we do ”
MATIAS QUINTANILLA HEAD OF CUSTOMER EXPERIENCE MONITORING , VIRGIN MEDIA O2
DID YOU KNOW ... be ” and highlighted how they are already using tools to self heal the network which is improving the customer experience .
“ The tools allow us to self heal the network whenever we are having a problem if certain parameters are in place .
FOCUS ON SUSTAINABILITY WITH ELECTRIC VEHICLES [ EVs ]
Virgin Media O2 has revealed the first electric vehicles ( EVs ) to be deployed across its fleet . The company has also ordered 280 new Vauxhall e-Vivaros to help engineers carry out installations and services , with a view to making its entire fleet of 4,300 vehicles electric by 2030 .
“ With a fleet of 4,300 vehicles visiting millions of homes and businesses every year , we have a responsibility to swap to cleaner , more sustainable alternatives as soon as possible ,” said Tracey Herald , Head of Corporate Responsibility & Sustainability at Virgin Media O2 .
Virgin Media O2 is also a participant in the 5G Connected & Autonomous Vehicles ( CAVs ) testbed and has a jointventure called Liberty Charge which will use its cable infrastructure and expertise to support the deployment of charging points .
For example if you were in the centre of London , where you have a lot of sites nearby , and one of the sites suddenly goes out of service the rest can pick up the load and make small adjustments to ensure coverage is maintained .”
Quintanilla said it is vital for Virgin Media O2 to focus on autonomous networks today as the rollout of 5G across the UK will create more complex networks so they need to be ready .
“ The future for VMO2 and the rest of the industry should look simple and see less from a customer experience perspective . The network should be able to ensure the highest level of service availability and the customer should not even care about which technology they are using . The only thing that should matter is whether they have connectivity or not and that ’ s it . Having connectivity should allow our customers to use all the services they require whenever they want it .”
Why trust is the most valuable commodity Quintanilla points out how Virgin Media O2 is working to reinforce the trust of its customers and partners . “ When we talk about the most valuable commodity , I thought at one point it was having the data to make the right decisions , or even money , but I came to realise the most valuable commodity you can have in the world is trust . In the end it all comes down to
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