1.

How can the telecommunications industry knowledge you've gained so far help
with your current work challenges?
The telecommunication industry is going through a transformational phase of
development – to acclimatize itself per the new technological and cloud trends
the telecom companies around the world are facing a lot of challenges
Most telecom service providers receive millions of customers requests every day,
now more than ever. We need to ignore the long waiting times, if not these can ruin
a customer’s relation with company. Being empathetic and providing instant
solutions is essential to maintaining a long-term relationship with your customers.
To continue operating, it is essential to migrate phone and face-to-face assistance to
digital channels, such as WhatsApp, Facebook Messenger, Twitter or webchat, these
apps allow companies to develop digital, asynchronous, immediate and one-to-one
communications between the customer and the agent.
With the emergence of new technologies, ensuring network security has become
another major challenge for telecom operators. New technologies bring in new
threats to the security of networks and applications.
It requires a number of operational and technical upgrades to meet customer
expectations of system security, it is necessary to implement measures such as
reliable and secure authentication features.

2. How can one of the telecommunication industry solutions that you've explored
potentially help your client describe how you would present this situation to your
manager or industry team
Understand Customer Expectations
The first step towards improving customer experience is to understand the customers and
what they expect in terms of service.
Customers are now looking for various connectivity alternatives such as live mobile chats,
text chats, SMS, voice support and so on. Hence, they keep moving from one
communication method to another to get a better experience and solution to their
problems and to ensure that the engagement strategies sync with the external
environment, for instance, promoting 3G at a time when 4G or 5G enjoys a high availability
leads to customer dissatisfaction
Harness customer data effectively
Customer centricity is more than simply providing better customer service. It’s also about
gaining a comprehensive view of the customers. Yes, so we can serve them better. But also,
so we can build relationships that drive higher customer lifetime value.
Analyse the data related to customer representative conversations regularly to find out if
strategies and tactics work as planned, to see if there are any expectation mismatches or
communication gaps.
Reach out to Disgruntled Customers
Proactiveness is always an effective tool to delight customers. Proactive customer support
allows companies to keep track of customer issues and inform the customer in advance
without waiting for them to contact customer care
Also, offering detailed information as to why the problem occurred and how it will be
resolved gives you more credibility than merely promising to resolve the issue. Such an
approach would remove misunderstandings and make customers more tolerant of any
unavoidable delays.

3. How could you leverage cloud, cognitive, Watson or other emerging strategic
technologies with your client?
Cloud Computing has made an enormous impact on the telecom industries, it has reduced
operational and administrative costs for the telecom sectors and maintained a unified
communication and collaboration with a massive Content Delivery Network. Cloud service
providers allow telecom sectors to focus on essential business services rather than IT, server
updates, or maintenance issues.
Fast innovation and the ability to deliver differentiated 5G services rely on cloud-native
solutions driven by AI-powered automation, security and scaling.
Data-driven telco or cognitive telcos follow a 4-step process that entails (1) transformation
of workforce, (2) data collection, (3) data purging: making data clean, current, curated and
contextualized to create something profound, (4) implementation of intelligent workflows
and humanized experiences that require skills and architecture to use data streaming from
IoT, social media, pictures and video. to ensure the solution you use leverages cognitive
technology, analytics, and threat intelligence to help identify risks, and improve the
efficiency of how devices are used.