Delivering Superior Customer Experience at Teléfonica Deutschland

A key element in Teléfonica Deutschland Digital Transformation Journey
Executive Summary
Teléfonica has made customer experience a brand differentiator, with an ambition to grow the Teléfonica and O2 brands by delivering superior customer experiences that subscribers will not find elsewhere. However, despite spending millions on probing systems, the advent of encrypted Over-The-Top (OTT) aps has greatly reduced Teléfonica’s ability to see the type of data that c