Engineering Seamless Journeys Across Physical and Digital Touchpoints
summary
A team maps the lifecycle, finds 75 steps uncovered in onboarding, and builds a unified digital pricing tool (live BSS integrations) plus a GenAI assistant on portal. Results: quote turnaround drops from hours to minutes, quotations become 50% faster, onboarding effort falls ~50% with 30% faster completion, inventory and operational visibility triples, and support call volumes fall ~30%. Lessons: clean data first, automate measured friction points, keep humans for critical decisions, scale what proves business impact.
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chapters (11)
- 0:00Introduction and problem
- 3:40What is managed mobility
- 7:16Telecom industry pressures
- 9:22Where AI and automation fit
- 11:28Fixing quotation friction
- 13:36Onboarding complexity
- 17:08In-life commercial management
- 21:07AI assistant for support
- 23:17Uncomfortable lessons learned
- 25:26Next steps and future vision
- 27:31Q&A session
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