Balancing Customer Experience and Profitability in a Mobile World

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A Frost & Sullivan Executive Summary - Balancing Customer Experience and Profitability in a Mobile World

Read this Frost & Sullivan Executive Summary for insight on how companies are leveraging an increasingly mobile society and advances in self-service to drive loyalty and lower costs. Learn how Deutsche Telekom subsidiary, T-Mobile International, migrated from a basic interactive voice response system (IVR) to providing customers with a multi-channel self-service experience that supports voice, SMS, mobile web and more. Experts discuss the important role of self-service in delivering a consistent experience across channels, building brand loyalty and lowering operational costs.

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