SUCCESS STORY: VODACOM South African mobile provider improves NPS and sales conversion with best-in-class omnichannel customer experience Vodacom makes customer journeys consistent—improving service and sales across all touchpoints Succeeding in a maturing market Vodacom, the leading South African mobile business, provides the services that enable over 60 million customers in five countries to work, live, and play. A non-stop thirst for innovation drives its success. But as the market matures, mobile penetration is increasing, competition is growing, and consumers are becoming more digitally and socially connected. “We’ve had 20 years of fantastic growth, but to differentiate and stay ahead we needed a new approach,” says Gary Hagal, Chief Officer Commercial Operations. “Our

Join for free to read