Amdocs Helps Vodafone Germany Accelerate Digital Transformation
Amdocs, a major provider of software and services to communications and media companies, is in deep collaborative efforts with Vodafone Germany to speed up digital transformation of the German mobile telecommunications operator. The collaboration will enable Dusseldorf-based Vodafone Germany to deliver an optimized CX across all customer touchpoints while also achieving greater operational efficiency in the process.
Under the newly expanded deal, teams from the two companies will collaborate to implement and operate a new digital stack, unifying and consolidating technology across Vodafone Germany’s different lines of business. Embracing a DevOps approach, a fully automated continuous integration/continuous deployment (CI/CD) pipeline will be introduced, allowing daily deployments in line with a fully Scaled Agile Framework (SAFe) operating model.
The cooperation signals a strengthening and deepening of the relationship between the two companies, following a 2019 agreement through which Vodafone Germany established a modern, cloud-native technology architecture based on a scalable, agile delivery model. Amdocs says the agreement exemplifies how it is delivering value to customers as they innovate around new and exciting connectivity services.
A multinational corporation founded in 1982 in Israel and currently headquartered in Chesterfield, Missouri, Amdocs specializes in software and services for digital enterprises and for communications, media, and financial services providers. The company’s offerings include business support systems (BSS), operational support systems (OSS), open network solutions, internet of things (IoT), big data analytics, and entertainment and media solutions.
Vodafone Germany is a major communications group that provides LTE and 5G services for mobile phones, landlines, cable internet, cable TV, and Internet Protocol TV (IPTV). The telecom operator employs 16,000 workers and reports annual revenue of approximately 13 billion euros ($129.2 billion). With a 30% share of total revenue, Vodafone Germany is the largest national subsidiary of the Vodafone Group, itself one of the largest telecommunications groups in the world with more than 300 million global mobile customers.
Medallia Selected by Serbia’s Telekom Srbija
Enterprise experience platform provider Medallia announced recently that its Digital Suite solution is being deployed to improve the customer journey at Telekom Srbija, the largest internet, mobile telephony, and IPTV provider in Serbia.
Serving more than 11 million customers in Serbia, Bosnia and Herzegovina, Montenegro, North Macedonia, and Austria, Telekom Srbija had been searching for a unified platform that could bring together digital feedback and analytics to transform CX. The telecom provider found its answer in Digital Suite, Medallia’s platform combining actionable user feedback metrics with behavioral data to help organizations understand and optimize digital experiences in real time.
Sinisa Arsic, head of intelligent automation of business processes at Telekom Srbija, is effusive in his praise of Medallia. “We knew Medallia would enable us to improve our CX by identifying ways to optimize the online journey and allowing us to address issues quickly, but we have been blown away by the power of the platform,” Arsic remarks.
At Telekom Srbija, Medallia is embedded across nine different properties, including six web properties and three mobile applications, with plans for Medallia to expand further. For the digital marketing team at Telekom Srbija, new customer insights powered by Medallia are helping to inform the team’s future marketing campaigns, with the depth of behavioral and feedback data from Medallia opening up new opportunities for the telecom provider to personalize marketing initiatives.
Also making improvements to the business by using Medallia-generated insights are members from other Telekom Srbija teams, including those from data, analytics, and insights; product and user experience; omnichannel experience management; and ICT digital solutions for business customers.
C&A Adopts mParticle Customer Data Platform
European fashion brand C&A is partnering with mParticle, the New York City-based provider of a customer data platform (CDP), to bridge the retailer’s in-store and e-commerce experiences, and provide a tailored customer journey for clients and patrons of the brand. By adopting the mParticle CDP, C&A will also be able to consolidate customer data from across various touchpoints to create a comprehensive picture of consumer needs and desires.
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C&A selected mParticle because the CDP provider’s customer-centric approach echoed that of the fashion retailer, people knowledgeable with the matter have said. mParticle also stood out in a fragmented market because its platform is built around customer data instead of specific applications and use cases, while also offering the flexibility and scalability required to support C&A’s growth.
“The customer is at the heart of everything we do, so understanding customer needs is essential,” says Julian Wilden, CDP manager at C&A. “As an omnichannel retailer, we need to make sense of customer interactions across all touchpoints to create actionable insights. Using mParticle CDP, we can create a data exchange within our marketing stack. Our goal is to break the boundaries between in-store and online retail to create seamless omnichannel journeys for our customers.”
Qualtrics Partners with PGA Tour to Elevate Fan and Player Experience
Qualtrics is teaming up with the PGA Tour, the organizer of the main professional golf tours played by men in the US and North America, to build deeper relationships with fans, players, and sponsors, while also identifying opportunities to engage new fans across the globe.
The new multiyear agreement designates Qualtrics as the official experience insights provider of the PGA Tour and PGA Tour Champions, leveraging the experience management (XM) platform of Qualtrics to analyze fan, player, and partner feedback across multiple channels. Qualtrics will also be able to act on real-time insights to ensure a consistent and world-class tournament experience throughout each phase of the tournament journey, including ticketing, concessions, and special events.
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The Qualtrics XM platform, including the company’s Social Connect, CustomerXM, and EmployeeXM products, will provide fan insights throughout the tournament experience via surveys, social media, online reviews, QR codes, and more. The Tour will then use these fan experience insights to optimize each touchpoint of the tournament journey, from ticket purchase and transportation, to food and beverage, and to the on-course experience.
Through Qualtrics, the Tour will obtain deeper insights into how fans are engaging over digital platforms, enabling the Tour to identify the moments that matter most to fans and to anticipate future preferences as well. Qualtrics will also help the Tour understand how fan and player experiences change over time, allowing communication and engagement in a more personalized way.
Cogito Notches Another Fortune 25 Win with AI Coaching System
Cogito, the provider of an artificial intelligence (AI) coaching system for enterprise call centers, says it has successfully deployed its conversational AI platform to a Fortune 25 customer’s 30,000-plus agent workforce. The installation, said to be the largest of its kind in the contact center industry, is Cogito’s eighth Fortune 25 win, the latest achievement in a banner year for the Boston-based software firm.
Earlier this year, Cogito secured $50 million in funding to support the company’s plans to accelerate research and development initiatives, as well as expand its go-to-market activities. Cogito also recently amplified its presence to support EMEA for a key customer in the region, and then added one of the UK’s largest telecommunications companies as a new customer. Internally, Cogito deployed its Connected Contact Center ecosystem sporting an improved platform flexibility to deliver enhanced CX. Cogito also partnered with Salesforce to create a unified desktop experience.
Alongside the company’s growth and capital, Cogito plans to continue evolving and delivering real-time guidance that enhances the experience of agents and customers while personalizing the coaching critical to shaping today’s work-from-anywhere workplace. “Real-time coaching and guidance capabilities are becoming a competitive differentiator for enterprises,” says Josh Feast, CEO and co-founder of Cogito. “Our shareholders, prospects and customers alike are seizing the opportunity to invest in and deploy our highly differentiated and impactful technology so they can drive value throughout their organization.”
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
