MULTICHOICE
At
the digital frontier of customer experience
“ Our culture at MultiChoice is about giving leaders the autonomy to develop their staff ”
DR . DURREL RAMRATHAN SENIOR MANAGER , MULTICHOICE
staff and give them that space to make not just big innovations , but also small ones , too ”.
Formerly of IBM , Ramrathan is from a consulting background , where he learned that , historically , the customer experience is generally relegated to a certain department , whose job is to drive it out . But , according to the AI and Analytics Leader , customer experience activities are , in fact , everyone ’ s responsibility :
“ Everything that you do in an organisation impacts a customer in some way or form . Everybody should be measured on customer experience .”
“ One of our main competitive advantages is the customer experience . People are comparing the experience they get across every industry nowadays . So the experience I get when going to a bank is something that I will compare to an experience I get with MultiChoice . If I come to us and it ' s two steps and I ' m able to join , then go to a bank and it ' s 10 steps — people are comparing those experiences .
“ I think some companies are still trying to identify how they set up their organisation to work from that perspective . Because traditional organisations are not set up like that . They are set up to work in certain silos . Starting with experience and driving backwards is something that will take most companies significant amounts of time to achieve ,” he says .
216 May 2022