“ These systems have been put in place to make sure that we can transform ourselves as a business , but also to transform how our customers interact with us ”
— Lunga Siyo , CEO , Telkom Business and Yep ! a particularly important role in the user experience design process . “ Everything that we develop is led by experience design ,” says Siyo . We first listen to the customers and then we design a customer journey . Accenture helped us to develop customer journeys that meet the demands of our customers . Most importantly , we were looking for a partner that is not just a digital marketing company or a consulting firm , but a firm who really understands customer service , as they do , and can develop seamless customer journeys for our platform .”
Greg Cress , Digital Innovation and Client Account Lead for Accenture in Africa , adds : “ Right from the outset of the project we connected with Telkom ’ s vision to build a digital marketplace unique to the needs of the South African small business owner .
Our customer research approach and design philosophy ensured that human-centric experiences were placed at the core of the Yep ! brand and value proposition in this new digital channel . Accenture is proud to have contributed in bringing this vision to life and leaving a lasting impact in terms of new ways of working and a ‘ lean startup ’ culture at Telkom SMB .”
Alongside the introduction of technology has been an attendant focus on culture . That cultural evolution has also helped to make articulating the vision for the introduction of technology easier . “ We started implementing an agile way of working from a tech development perspective , with daily stand ups , scrums , sprints and all of those things ,” adds Siyo . “ To create a business case , you have to know what
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