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Chinese tech giant Huawei and partners have claimed another award for its Catalyst Industry project that leverages AI/ML for higher business outcomes. It won prestigious recognition for the popular Catalyst industry contribution to TM Forum for its contributions to customer experience (CX) standards and practices.
This is Huawei’s second win at TM. Last year too, Huawei’s rapid-fire, proof-of-concept catalyst project, titled “Leveraging AI/ML to drive CX business outcomes proactively,” had won TM Forum’s Best Implementation of Innovative Technology Solutions award.
This project demonstrated how communication service providers (CSPs) and partners can use intelligence to pinpoint customer needs and context. And by identifying their largest CX gaps and which CX aspects can be leveraged to manipulate better business outputs, CSPs can develop more informed and strategic investments into CX. Likewise, it would increase Return on Experience (RoX) and achieve experience-centric business operations.
All the contributors to the project spoke proudly of their success.
AVP, Customer Services for HKT Derek Chen was delighted over the recognition. He said, “It was a great honor for our team to contribute to TM Forum assets, especially in the area of ‘Customer Experience & Trust’ and ‘Autonomous Operations and Human Factors’.
He also expressed his commitment to staying alert to changing market dynamics and responding to customer needs. Superior-experience 5G upgrade and enterprise digitalization are driving our transformation towards Autonomous Operations,” he added.
Similarly, Saudi Telecom Company’s Mohammad S. Alsalim, Assurance &CEx Strategy GM, Corporate Customer Experience also spoke highly of their success.
He shared, “Our collaboration with TM Forum has been a great pivot for our achievements in the past few years. We built the whole model on TM Forum Customer Journeys and are now using lots of TM Forum resources to expedite our work and to stay ahead of the curve.” He added, “The partnership with Huawei and TM Forum helped them evolve and revolve Customer experience and associated RoX.”
Simon Liang, Director, Consulting & System Integration Marketing & Solution Sales Dept, Service & Software Marketing & Solution Sales Dept, Huawei shared similar sentiments. He noted, “By joining TM Forum programs, we are building up future experience-driven autonomous operations through Huawei intelligence-powered solutions like HUAWEI SmartCare® while contributing to industry standards and new best practices. This will enable CSPs and vertical industries to accelerate digital operations transformation by building open and intelligent digital capabilities. Our cooperation with TM Forum, CSPs, and industry partners will continue to inspire us to develop further.”
Huawei’s project revolved around the intelligent Experience Operations system. This system was based on a “1+4” framework for exploration and practice.
The EO system explores key experience factors that affect business and derives suggestions for experience improvement. The project runs under the leadership of a
The system identifies key experience factors that affect a business. It then prescribes recommendations for experience improvement. The CSP runs under the leadership of a corporate-level customer experience management team. In it, CSP’s various departments align with their own initiatives to improve end-to-end customer experience. This helps close the loop to action business intent.
The “1+4” framework is an intelligent Experience Operations system. In it, CSPs first create a unified customer experience strategy then implemented it through initiatives developed under four major strategic pillars. These are Executive-level CX leadership, Corporate-wide CX Measures (e.g.CEI+), Customer-centric Culture, and Data-driven Digital Operations Management. All these together adapt to their dynamic market environments and help realize their full business potential.
Huawei says this approach has “the potential to push operators towards more customer-centric business models”. The company says it can impact “how all functional units collaborate to better serve their both B2C and B2B customers.”
This customer experience system will allow businesses to maximize the value of their data and experience, and accelerate digital transformation. The system also helps to further enable CSPs to develop the business to accentuate the growth and realize new potentials.
Can Huawei lead the world in telecommunications and next-gen AI technologies in the future? The stakes are rising but the Chinese tech leader does face stiff competition abroad, especially in the west. What do you think about its prospects for global tech and telecommunications domination? Feel free to share your opinoin in the comments below.