The desired, or ideal, situation is that

There would be a single customer care platform where all customer care inquires, from all channels, would be managed.

Al$-$enabled chat bots would provide a first$-$line support to customer inquiries.

The system would have access to the customer data $($personal information, active plans, usage history etc.$)$ to automatically authenticate the customer, as well as retrieve certain information that the customer may inquire.

The app and selfcare suite would provide enough customer support that would actuallly prevent customers from calling.

Proactive actions would be automated in the system to prevent customers from calling. For example, if the system detects that the customer is receiving a lower Quality of Service $($QoS$),$ an automated interaction $($a message, an Al$-$generated voice call etc.$)$ would be generated to preempt the customer dissatisfaction, or in the case there is a known service disruption, the affected customers get automatically notified, and any calls coming into the call centre from the affected areas get a separate treatement.

The "desired situation" could be to overcome some existing challenges and$/$or exploiting new opportunities.

What are the expected benefits from the "desired situation"?

Improved customer experience.

Reduced churn, increased customer retention.

Positive image impact on the company, helping with new customer acquisition.

Reduced customer care department operating expense.

Articulate very clearly the "value" derived from the intended transformation?

Page $5$ of $7$

Are there any metrics that you will use to monitor the impact of the digital transformation? Describe them in detail.

What is the baseline situation on the metrics that you will be using to monitor the impact of the transformation?