Case Study

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

Simplified And Automated Operations Drive Employee Engagement And Better Customer Experience

June 7th, 2017
With contributors:
Pascal Matzke , Michael Glenn


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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