“ The dramatic change has been in being able to send bespoke messages telling our customers what was happening while they were having the incident ” be timely for our customers . This means getting a message to them before they realise they are having a problem and that gives them the confidence that Virgin Media O2 is dealing with it .”
MATIAS QUINTANILLA HEAD OF CUSTOMER EXPERIENCE MONITORING , VIRGIN MEDIA O2
whether your customers and partners trust you to do business with you and help you achieve your potential as an organisation .”
Commenting on how the newly-merged company is focusing on this Quintanilla said it was all about clear communication , openness and clarity . “ It is also important to
Power of partnerships Quintanilla pointed out that Virgin Media O2 has two very specific partners who are helping them on their customer experience journey . These include Ookla , who recently acquired Spatialbuzz , and Nokia .
Ookla ' s Spatialbuzz platform combines digital customer engagement tools with real-time insights into network issues and customer dissatisfaction . With Spatialbuzz ,
98 February 2022