Customer Experience (Cx)
Strategy and Consulting
BackgroundDigi Telecommunications is part of Telenor Group, a sixteen billion dollar Norwegian giant. It is one of the largest mobile service providers in Malaysia with more than fourteen million subscribers. In May 1995, Digi became the first telco in Malaysia to launch and operate a fully digital cellular network.
BriefDigi Telecommunications sought new commerce solutions to power new business growth and to integrate both digital and physical channels, providing a seamless omnichannel experience.
GoalsA solution that could accommodate new commerce capabilities, new channels, and new volume growth. Deliver a unified catalog with enriched product information that enabled product bundling. Simplify and consolidate content and commerce capabilities across channels.
ChallengeDigi was facing a decrease in revenue due to non-bundled voice and data plans. Their siloed channels resulted in a fragmented view of the customer and their shopping behavior.
Engagement ObjectivesIt was a priority to build a commerce platform that delivered an exceptional customer experience. Laying a foundation that enabled Digi to simplify its content and commerce capabilities across channels was also critical.
Digi sought to modernize, simplify, and swap its legacy content and commerce platform to deliver a consistent and unified experience to customers.