TECHNOLOGY
“ The biggest success ? Communication . While it was a challenge , the incorporation of communication within the company with the various stakeholders , ultimately bringing the stakeholders together within one room with the people writing the software ”
biggest we had to overcome in the last three years ,” says Hoving .
When there are challenges , there are ultimately successes and KPN has experienced many successes to date other than the recent award win .
“ The biggest success ? Communication . While it was a challenge , the incorporation of communication within the company with the various stakeholders , ultimately bringing the stakeholders together within one room with the people writing the software .”
What kind of legacy will KPN ’ s success leave behind ? Hoving suggests that the industry will be faced with inevitable questions – how are telcos going to live up to current and future expectations of customers ?
As with all of KPN ’ s ambitions , ultimately it is the customer that drives the end game .
“ The process has shown that KPN has the guts to do what needs to be done , by starting and going on with the simplification program – daring to fail and trying again ,” adds Hoving .
Fundamental change was needed , but we couldn ’ t close down shop so we changed as part of an overall plan ensuring a future ready customer experience . When you ’ ve taken that initial risk , the first hurdle has already been crossed .” Hoving concludes .
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