TECHNOLOGY
Munich
The regional HQ of Telefonica
Germany very different experience . Sometimes it ’ s perfect , sometimes it stalls or distorts . We are unlikely to know why , but now Telefónica can tell us . “ We aggregate anonymous user experiences to see whether certain services in a certain region are behaving well or poorly and deduce whether we can do something about that and help the customer have a better experience ,” Thurand explains .
This is just a starting point . The next step is to use the information to interact with the customer . “ Perhaps a customer had a bad experience from our data service for example , and wants to complain ,” Thurand continues . “ We can provide information up-front to customer service , tell them the performance in an application was not as it should be and there really was something at fault in the network . In that case we can work out with customer service any incentives we can give the customer in compensation . Going further we can be even more proactive because we already know about the issue . If the customer complains , we can tell them we ’ re
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