May 3, 2021
Vodafone using Google's cloud and AI to retain customers
Vodafone is teaming up with Google to develop a cloud-based data platform to help telcos find new opportunities and improve relationships with customers. The deal is set to last for six years and will involve a collaboration of up to 1,000 staff from both mobile operator Vodafone and tech giant Google, located in the US, Spain and the UK. The idea is to help Vodafone create and deploy new digital services simultaneously in multiple countries for both consumers and enterprise customers, as well as to gain new insights from customer data to improve relationships and boost customer retention. Gartner research shows that customers are much happier when they can upgrade to a new phone, change contracts or add services to existing agreements instantly by themselves, without having to wait on hold and speak to customer service staff in call centres. According to Mr Wallin, it is much more expensive to try to acquire new mobile subscriber customers, than it is to keep existing customers happy and tweak their services as time goes on. There are concerns over how customer data will be transmitted from Vodafone to Google, and any other partners.
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