Telecom Brand
- 300% Increase
in Personalisation Activities
Dexata helped leading telecom brand significantly enhance their personalisation efforts through experience optimisation consulting, actionable insights and a comprehensive Personalisation Knowledge Enablement program. This CLaaS™ initiative empowered over 150 participants to boost the number of personalisation activities from 400 to 1200. Ultimately, enabling the brand to scale personalisation, foster stronger customer relationships, and empower their team members throughout the process.
Industry
Telecommunications
Location
United Kingdom
Solutions
- Experience Optimisation & Personalisation Consulting
- Decisioning
- Actionable Insights
- CLaaS™
Results
- 300% increase in personalisation activities
- 150+ community of practitioners
- 30+ certified practitioners
- 30+ focused webinars
- 10+ in-person learning events
BACKROUND
Our client* is a leading global telecommunications company. They ranks among the largest mobile and fixed network operators, offering services such as voice, messaging, data, and broadband across Europe, Asia, Africa, and Oceania to millions of customers.
The company aims to connect for a better future by using technology to enhance lives and create opportunities. The company focuses on sustainability, digital inclusion, and responsible business practices. Through investments in network infrastructure, customer experience, and innovative services, they focus on keeping people and businesses connected. Personalisation is a key strategy in this mission.
*This case study has been anonymised to comply with NDA and confidentiality requirements.
OBJECTIVE
Empower team members to drive personalisation activities
Solution
We empowered our client to overcome several challenges associated with in-house personalisation efforts. Their teams faced issues such as limited expertise and training, siloed knowledge, data management concerns, and obstacles in scaling personalisation initiatives.
By consulting, delivering actionable insights, decisioning and delivering a CLaaS program with over 10 personalised in-person learning sessions, 30+ webinars, and practical exercises and guidance to enable use cases, we helped the client effectively integrate personalisation strategies cross-functionally.
This strategic support enabled the company to surmount these challenges, resulting in more consistent and scalable personalisation efforts, ultimately empowering the team, enhancing customer relationships and driving business success.
Solutions
- Adobe Experience Cloud
- Tealium AudienceStream
- Pega
”We learned how to implement areas of personalisation, CDP and decisioning to create the best omni-channel customer experience. Dexata has the ability to cover the technical complexities of MarTech integrations and deliver commercial uses cases in a business-friendly manner.”
Senior Marketing Manager
STRENGTH IN NUMBERS
Business Impact
Since commencement of the program, they have been able to enable their team to achieve personalisation at scale.
increase in personalisation activities
community practitioners
certified practitioners