................................................................................................................................................................................................................................
DL
N
LA
1
2
3
4
5
TEL
E
FI
5 TOP TIPS TO MAKE QUAD PLAY SUCCESSFUL:
Have a clear vision
uadplay will create huge companies, with ‘fingers in many pies’ – the danger here is that some will stretch too
Q
far and become average at everything. Get clarity of purpose and a strong vision of what you will excel at and what
you will use partners and suppliers to provide. Media and Telco companies have for many years lead the way in
‘unbundling’ their business models, you need to ensure you don’t recreate the confusion that existed before.
Build Lean Processes
hese mergers will create some of the UK’s biggest companies; this has traditionally tended to lead to
T
stagnation. You need to make sure you are set up to evolve and adapt with customers. As customer expectations
dynamically increase in line with technology innovations so do company operations. Companies need to quickly
identify the key processes and look to make sure these processes are lean and able to be adjusted at pace.
Map End-to-End Customer Experience
ustomer Experience will become more difficult to track as customers interact with products across previously
C
separate companies and expect the same standard of customer journey. We have found the only way to effectively
create a coherent customer experience is to map the process end-to-end. This allows you to identify pain points
and create a unified experience for the customer.
Use Data Wisely
aximise the increase in customer data in everything your company does. There are many opportunities to
M
unlock revenue from targeted and tailored advertising and tailored customer content, but this is reliant upon
companies using their data in a very mature manner. Personalisation can cause customers to get annoyed if they
receive poorly timed or targeted advertising.
One EVP
n Employee Value Proposition or “EVP” is the promise an organisation makes to its people as an employer: “If
A
you come and work for me, this is what it’ll look like.” A merger has to result in both an external customer facing
brand and an internal employee facing brand. Investment in a People Strategy will result in “one team” faster,
which is ready and willing to make your Quadplay venture a success.
For more information, talk to Mark:
[email protected]
CIO Magazine Autumn 2015 Issue
15