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For CIOs

Case Study: Telefónica Digitizes Its Operations In Service Of The Customer

Simplified And Automated Operations Drive Employee Engagement And Better Customer Experience

June 7, 2017


Why Read This Report

This case study covers the transformation of Telefónica's operations as a driver of improved customer experiences. It shows how the CIO's focus on simplification and automation, including a "zero back-office" model, created operational efficiencies and supported differentiated customer experience (CX) for the company. By focusing their operations on things that customers value, CIOs in other industries can follow Telefónica's steps and become digital innovators.

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Table of Contents

  • Digital Demands Groupwide Operational Agility
  • Situation: Telefónica's Operational Setup Was Not Fit For Digital
  • Approach: Telefónica First Simplifies And Automates Its Operations
  • Results: Digitization Delivers Increased Efficiency And Improved CX
  • What It Means

  • Shape Your Customer-Obsessed Culture By Doing
  • Supplemental Material
  • Related Research Documents

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