The situation and Advery's role.
Customer journeys crossed large platforms and multiple teams. Billing, care and digital channels needed consistent ownership and information, particularly when a customer moved between self-service and human support.
The work covered customer-experience strategy, channel and retention operating models, delivery governance and assurance within wider transformation programs.
Built and delivered through Advery.
- AcquireSales and identity
- ServeBilling and care
- ResolveSelf-service and support
- RetainRelevant intervention
Customer state, ownership and analytics connect the service and retention decisions.
What changed.
Connect the operating domains
Cross-domain work joined billing, care, analytics, digital sales and self-service through customer journeys and channel operating requirements.
Make retention and recovery actionable
Customer analytics, reason-based interventions and lifecycle design supported save, win-back and churn-containment strategies, with clear handoffs to human care.
Align delivery and assurance
Program governance, cyber uplift, access and privacy controls addressed dependencies across customer-facing systems and teams.
What the record shows.
The record covers customer and digital transformation work within programs valued up to $400m, including a $1.2m omnichannel service initiative. Journey, operating-model and governance records document the scope of the work within those programs.
Supporting records and safeguards
Supporting records
- Program and commercial records supporting transformation and omnichannel initiative scale
- CX strategy, customer-journey and channel operating-model material
- Retention, churn, service-containment and customer-analytics requirements
- Platform, billing, care, digital-shop and self-service scope documentation
- Delivery governance, cyber uplift and outcome records
Decision rights and safeguards
- Cross-channel customer identity, journey state and ownership clarity
- Consistent retention, churn, save, win-back and service-containment definitions
- Program governance across interdependent platforms and teams
- Cyber, access, privacy and customer-data controls
- Decision, exception and acceptance records for customer-facing change
About the figures
- $400m customer and digital transformation program
- Value of the wider enterprise transformation program within which delivery work took place. Not Advery revenue or a realised customer benefit.
- $1.2m omnichannel service initiative
- Scale of the recorded omnichannel service initiative, rather than a claimed saving.
- Five telecommunications operating domains
- Billing, customer care, analytics, digital shop and self-care were the operating domains in scope.