STC CCEx & DT Conformance Certification

Company: Saudi Telecom Company
Product Title: CCEx & Digital Transformation (DT) Strategy
Assessment Completion Date: January 2023
Detailed Certification Report: STC CCEx & DT Conformance Certification Report

Statement of Compliance

This is to certify that the CCEx & Digital Transformation (DT) Strategy documents developed by stc is in compliance with Standards and Best Practices as defined in TM Forum Customer Experience Management (CEM) and Customer Centricity assets with respect to improvement supporting Digital Transformation.

Corporate Customer Experience Index (CEI)
Corporate Customer Centricity Index (CCI)
Corporate CEx Strategy and Guidelines
Corporate CEx Model
Corporate Digital Customer Experience Index (DCI)
Corporate Customer Journey Experience Guidelines
Corporate Digital Index (DI)

Acknowledgment

From the reviews that have been conducted and based on well-known and documented best practices across the industry, TM Forum acknowledges that STC is displaying a leading and innovative industry position in the customer experience and digital transformation domains and in its practical implementation.

The TM Forum would welcome any contributions from stc as best practices and would like to create a case study highlighting stc’s thought leadership in this area.

Cross-reference to Industry Leaders in CEM

In addition to compliance with TM Forum standards and best practices, the following statements provide a cross-reference to identified synergies and correlation between stc’s CCEx & DT Strategy documents with respect to recognized Industry Leaders in CEM through official case studies, catalysts and award-winning projects.

The selected references are deemed to be of significant interest to stc’s CCEx & DT Strategy, as they are a source of innovative work, which is worth considering for the enrichment and improvement of stc’s CCEx & DT capabilities.

1. CCI Manual

Case study from a Group Operator in ME

The TM Forum Customer Experience Lifecycle Model and Metrics and the GB921 eTOM Business Process Framework provided Operator A with a basis for designing, mapping, and analyzing customer journeys. This critical context provided Operator A with the basis for troubleshooting customer interactions and customer journey flows while endlessly pursuing its goal of delivering the best CX.

Catalyst Project Customer Centric Service Assurance

The catalyst project demonstrate an iterative approach to achieving “Customer Centricity” culminating with the transition from Network management through Service Management to Customer Centric Service Assurance. This successful proof of concept serves to support the mission identified in STC’s CCI Manual. In the third phase, the catalyst focussed on Customer Insights – one of the main dimensions of STC’s CCI Model.

2. CEI Manual

Catalyst project Autonomous customer experience index for zero-touch 5G network

The approach taken in this catalyst represents a best-practice approach similar to that taken by STC – defining the CEI and using relevant KPIs as the key inputs to the Index.

In particular, STC’s use of KPIs that reflect Customer Satisfaction throughout the customer’s engagement lifecycle and the use of machine learning to ensure that all data inputs are efficiently managed – something that STC is using to advantage in Stage 5 of the methodology – is a solid and proven methodology.

Catalyst project Experience Journey shaping with Data Analytics

This catalyst underpins the best-practice approach taken by STC in that a holistic cross functional approach is taken and customer journeys are used as the basis for assessing the customer’s experience at each touch point throughout the journey.

Catalyst Project Maximizing Engagement with Predictive Customer Journeys Phase III

This catalyst supports the STC approach in using customer journeys to understand the customer’s experience across a range of interaction points such as those identified in the CEI Manual – Call Centre, Shops, Retail etc.

3. CJ Experience Guideline

Catalyst Project Business assurance – listening to your customers’ voice

The RAISE approach – a core part of STC’s Corporate Strategy for Customer Experience –promotes a highly-effective approach by leveraging technology and advanced analytics capabilities; this Business assurance catalyst project provides an example of the approach to leverage such technology capabilities based on 5G and dynamic network slicing amongst others.

Catalyst Project Experience Journey Shaping with Data Analytics Phase 1

This catalyst supports the methodology used by STC and documented in the CJ Experience Guidelines in that Customer Journeys are mapped against the customer journey lifecycle and appropriate KPIs are identified at each touchpoint.

Report Misuse: Frameworx conformance is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.

For any additional information on this Conformance Certification Report, please contact TM Forum at [email protected]

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