The brief

To establish why customers were not continuing to use digital channels as often as expected

Propose a solution to improve digital task completion rates and NPS, focusing on the customer billing journey

What we did

Using the Perpetual Experience Model™, assisted Vodafone in laying the foundations for Smart Service, a contextual, searchable approach to knowledge management based on the real-time co-creation of knowledge by customer and call centre agent

Smart Service enables Vodafone to learn about customers needs in real-time by harnessing the power of its internal and external communities