SUNRISE
Sunrise’ s transformation, and it includes comprehensive self-service options tailored to digital-native customers. Sunrise has implemented AI systems across its customer service operations. These include AI-powered chatbots for handling routine inquiries and virtual assistants that support call centre and retail staff with customer interactions.
Ultimately, the company aims to provide a seamless omnichannel experience.“ Whether a customer starts a conversation via a chatbot and then calls customer support, or moves from online to in-store, all interactions are integrated and personalised,” says Anna Maria.
“ Technology in the telecom industry is moving toward a future of hyperconnectivity, real-time responsiveness and intelligent automation”
ANNA MARIA BLENGINO, CIO, SUNRISE
Strategic technology partnerships Sunrise maintains strategic partnerships with technology providers and is also developing what Anna Maria describes as“ Scalable Partnerships and Go-To- Market Strategies in New Revenue Areas,” utilising a‘ Plug and Play’ approach for streamlined partner integration. One of the company’ s main partners is the Indian IT services firm Infosys. As Anna Maria describes, this partnership extends beyond traditional vendor arrangements to include joint innovation initiatives.
“ Our technology partners play an important role in our pursuit of excellence and therefore our partnership approach is a strategic matter governed at executive level,” she explains.“ Starting from a transactional vendor approach, Infosys and Sunrise have jointly become much more business outcome driven, with mutual trust and long-term partnership defining the relationship.
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