MULTICHOICE to determine payments , churn , viewing preferences , and other types of insight — all collated into one holistic experience .
“ This means a customer won ’ t have a fragmented experience when they interact with us . It ’ s a seamless experience and helps inform the next best action for the customer ,” adds Ramrathan .
If a customer is contacting MultiChoice , they usually have an issue , according to Ramrathan , so he believes that by turning this experience into something that ' s valuable to the customer , they get what they want and the company gets the issue resolved , but the customer might also get longer term value from the interaction .
“ This also incorporates new technologies , whether it is our AI Assist or we ’ re using AR / VR and so on . They can be a major competitive advantage if used well , to address a customer issue and build that trust ,” says Ramrathan .
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