Customer experience strategy and transformation
Telecommunications, Information technology, Media & Electronics (TIME)

Designing improved customer experience and initiating changes, to ensure a successful transition to an e-company and meet customer expectations


Customers are changing their behavior and expect first-class information, purchase, use and service experience. To ensure lasting success, Arthur D. Little helped to improve customer experience and simultaneously reduce costs.


An overall interaction experience across all segments (fixed & mobile) and touch points (online, call center, POS), and for all customers (business and private), had to be defined to meet customers’ expectations in 2018. To improve satisfaction of future customer needs and ensure the best experience, Arthur D. Little conducted benchmark studies and defined a set of customer journeys.


With this project, Arthur D. Little built the foundation for a successful transformation towards an e-company and developed a detailed framework of how to measure objectives towards achieving defined goals.

Arthur D. Little developed 26 customer journeys.

The expectations for this engagement were very high and my expectations were not only fulfilled but exceeded.” with “ADL helped us to successfully embark on a journey to transform our company into an e-company. ADL’s foresight and understanding of steering mechanisms made a big difference to us.