PodChats for FutureCIO: Optimising digital touchpoints for greater customer satisfaction

sense of purpose. Indeed, one of the few beneficiaries of the pandemic in 2020 was the telecom sector which received a much-needed boost as public and private sector organisations shift to remote work, and move business applications to the cloud.With customer experience the continuing battleground for telecom operators, what are the data-driven use cases for telecom operators to drive sustainably profitable business?In this PodChats for FutureCIO, we speak to Ms Yessie Yosetya, director & chief information-digital officer, XL Axiata, and Phil Scanlon, vice president of sales engineering, Asia Pacific, Japan & Middle East, Solace, on the topic of optimising digital touchpoints for greater customer satisfaction.What is customer experience according to XL Axiata?How has COVID-19 impacted the ability to achieve its stated goals around customer experience?How does XL Axiata expect to achieve its stated goals of customer experience?You’ve chosen an event streaming approach as opposed to an event-driven architecture. Why is that? What does an event streaming platform deliver to your business?How did you manage the transition from the previous solution (TIBCO BusinessWorks and EMS) to Solace PubSub+? What limitations were you able to solve with the new solution?Today, what else are your plans to further extend the benefits of MyXL across your business? Is an event-driven architecture in your roadmap?How prepared are you for the next change – both in business model and technology? (It is difficult to predict the business environment today? How we respond and how fast we do it is both a testament to management’s skill and foresight). 

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