NTS Retail’s approach to delivering an engaging customer experience in telco retail works by tapping into both worlds: a great e-commerce presence and a well-functioning physical retail environment. The nominated digital transformation program identifies five major objectives in the process:

1. Transitioning the telco store to an omnichannel environment
2. Managing waiting times by ensuring a smooth welcoming experience
3. Empowering store associates to drive sales by providing tools for guided selling
4. Gaining insights into the customers’ needs and their behavior and using these analytics to increase customer engagement
5. Reducing costs per sale through process streamlining

“We view this nomination as a great recognition for our efforts to provide a commerce solution, which creates smoother processes for both, telco operators and their customers. Customer centricity is a top priority for us as we continue to develop and expand our digital transformation program,” said Günther Schrammel, CEO of NTS Retail.

Asked how TM Forum played a part in the conception of NTS Retail’s solution, Bernd Steinwender, Head of Product Management, responded, “Thanks to TM Forum, we were able to create a real showcase, demonstrating the omnichannel customer journey we’ve been working on. Aspects of the digital and the physical retail environment come together to form a consistent, unified user story. Not only did this process provide us with invaluable insights, it gave us a clear perspective on where we need to head in developing our solution.”

“This latest nomination is a great sign that we’re on the right path. But we’re nowhere near done. We want to understand telco customers and their journey even better and deliver in providing a best-in-class solution,” he continued.

The winner will be crowned at this year’s TM Forum Digital Transformation World (May 13th to May 17th).