Nokia is the world's leading mobile phone supplier and a leading supplier of mobile and fixed telecom networks including related customer services.
The client faced critical business challenges including costly and rapid declines in U.S. market share, missed product opportunities, organizational disconnects, and low-price entrants to the mobile phone market. At the same time the client explored new ways to differentiate its customer experience through improved loyalty and retention.
We executed a marketing impact and customer experience assessment across multiple channels (retail, outlets, web, contact centre, email). We identified and validated new customer experience and marketing business development opportunities with over $50 million NPV to Nokia . We developed extensive strategic and operational recommendations for Nokia's customer care operations and consumer marketing organization across channels. In addition we accelerated plans to outsource management of the call centre to an external vendor, in part based on analysis of required capabilities and potential operational improvements and assisted with and managed the transition of their call centre to an outsourcing vendor.