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
and 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 su

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