Summary
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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).