SUNRISE GMBH
monitor the service equipment is becoming increasingly important for businesses , with remote connectivity being a key trend . We need to look at ‘ service as an experience ’ operating model , with the entire business chain paying particular attention to this shift .
“ The usage of AI – or , more appropriately , ML and big-data – is definitively taking-off as part of the industry transformation : we collect millions of anonymous customer data points and elaborate correlation to understand where and how to improve the customer experience .
“ But we aren ’ t yet through this journey as we are an incumbent , and we need to find the right balance between serving the customers and business continuity and operational excellence , while transforming . The good thing is that we have several teams and initiatives , at both a local and a global scale , and it ’ s clear there is no way back ; keeping momentum will bring us to the full transformation .
“ This is also valid for the way we work and operate , from enabling the agents to better serve and support ( pre-emptive diagnosis and interventions ) to our internal processes . Just think about the enterprise tools or collaborative tools adopting chatbots ”
Concluding , Campanale says : “ The combination of Sunrise and UPC is now well ahead in its journey and is forging its own identity as a company and as a postpandemic modern telco operator . We are still working hard to get ahead in this journey and provide the best product and service to our customers .”
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