[May 13, 2019, NICE]
Whale Cloud and China Telecom announced today that they were chosen as a 2019 TM Forum Excellence Awards winner. They were honored with the Outstanding Customer Centricity Award for China Telecom new retail boutique transformation project. This award category recognizes companies who have made a truly outstanding contribution to improving customer centricity and their customer experience.
Awards were presented at the Excellence Awards gala dinner in Nice, France last night organized by TM Forum.
China Telecom new retail boutique transformation is a collaborative project between China Telecom and Whale Cloud for telecom store transformation. The joint project aimed to provide seamless and innovative customer experience to increase sales both online and offline through analytics-driven customer insights, innovative business models and customer services. AI technologies such as a robot which offers customer services like recharge, invoice printing, and service inquiry to improve the context of engagements for individuals and their friends. Furthermore, the new retail project is not focused only on customer experience but also an important milestone for telecom companies to transform towards a digital telco.
“The winner provides seamless and innovative customer experience combining both online self-service and offline store which significantly improves revenue” said Sandra De Zoysa, Group Chief Customer Officer at TM Forum, who presented the award at the gala dinner. “Our sincere congratulations to Whale Cloud and China Telecom for accelerating digital transformation and their commitments to the Forum, our members and the industry as a whole.”
“We are beyond proud and honoured to be receiving this award as we are determined to serve our customers with the best experience and we will continue to deliver new and innovative solutions,” said Fu Jianjun, Chief Marketing Officer of Whale Cloud International.” Our partnership with Alibaba allows us to fully integrate Alibaba’s transformation strategies, approaches and technologies. As a global supplier, we will continue to help service providers in their digital transformation process.”
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