The CCO of Deutsche Telekom's Romanian subsidiary believes delivering a good customer experience is the key challenge that must be met by telcos.
In a video interview with European Communications at Mobile World Congress last week, Mathias Hanel said customers are getting more demanding and want a better and faster service as well as more value for money.
He said the only way to deliver on these demands was through a great customer experience.
Hanel also discussed DT’s strategy in differentiating itself from digital players – partnership and providing end-to-end service quality plus customer care.
Further, he predicted the operator would get “relatively close” to predicting what customers want in the future.
At Mobile World Congress, DT “switched on” its pan-European IP network and revealed the first product to benefit from it.
It also signed a strategic partnership with Microsoft to market the US company’s Lumia smartphones and some online services in 12 European countries.