A CUSTOMER VALUE PROPOSITION ENABLING DIGITAL FIRST
Organisations the world over, such as Telenet, the largest provider of cable broadband services in Belgium, are focussed on digitisation. They are repositioning their customer proposition for the digital age - making the most of digital opportunities for themselves, their
Within the Telenet value proposition, the channels
Telenet is making these changes to support its clear ambition to make life and work easier and happier for their customers. They want to enhance the way in which they can enable and inspire their customers to get the most out of their digital lives and businesses, aiming to offer the best connectivity, the best entertainment experience and the best business solutions, on the device of their choice, anytime, anywhere. This ambition is at the core of Telenet’s strategy, a strategy that will deliver a ‘Digital First’ customer experience, allowing businesses to grow and consumers to enjoy a seamless experience, creating an ever more effortless, safer, faster and more powerful experience. True to the organisational vision to lead via superior networks and platforms, Telenet is investing in the upgrade, modernisation and digitisation of the organisations eco-system. ‘Digital First’ is the engine that will drive Telenet’s success.
and customer behaviours are changing, and Telenet needs to change their business operating models to align. The mindset of the organisation must meet customers’ expectations for digital, supported with the enabling and underpinning technology in
customers, and enabling future opportunities and revenue streams for businesses they support. To meet these ambitions requires
the background. Both are equally
important in ensuring and
enabling that the right solution for both the customer and organisation is achieved.
a transformation and in many cases needs a
change in mindset. We live in a world where customer expectations are rising, they demand digital options as their channels of choice, with a clear preference for mobile first. This necessity has placed customer centricity at the heart of the approach for how best to shape the transformation. To remain relevant, and retain their drive to be innovative, Telenet has had to consider how to meet, and exceed, these new digital expectations when creating their strategy. Not unlike an industrial digital revolution, this transformation is creating business disruption at levels previously unseen, driving a demand for organisations to adapt at speed with increasing levels of agility. The Telenet strategy now requires new operating models, a change to the ways of working and a considerable investment in people change, with culture and behaviours impacted across all levels of the organisation.
This is a journey for Telenet, an education and an evolution, where they are digitising their processes to reshape their landscape and create the optimal customer experience and journey. In doing so, they are simplifying their processes by removing or automating unnecessary steps. This will create increased efficiencies and deliver a new
lower cost omni- channel footprint for the next generation, where customers self- serve and are guided by an enhanced level of personalisation.
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