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Driving the Telco customer experience online... 

The mission of the Digital Sales & Service Working Group (DSS WG) is to exchange knowledge about Digital Sales & Service strategies and solutions in order to enable ETIS members to succeed with their Customer Self Service business objectives. The working group has a clear business focus and the current scope is the online channel (web) in the consumer market however a focus on the corporate market will also be enhanced in the coming year. 
Some of the key topics covered in the group include:
  • Online Strategies including Multi / Cross Channel activities
  • Sales Key Performance Indicators
  • KPI models used to measure Online Customer Service
  • Digital shift - Redesign of "My Account” area
  • B2B and Mobile Web activities
  • Customer Self Service among Customer Experience & Cost Saving
  • Web Analytics tools – Implementation and Use experiences
  • Social Media effects
Some of the main outputs of the group include:
  • Overview of status of CSS maturity in the Telco industry
  • ETIS CSS quarterly survey based on a set of common sales KPIs
  • Customer Self-Service study – Between Customer experience and Cost savings
  • Internet Benchmark in Online Orientation
The ETIS Central Office representative for this group is Martin Hrdlicka, Community & Communications Manager


See what our members had to say about the DSS WG...


The ETIS DSS WG meets three times a year at various locations in Europe hosted by ETIS Member Telco companies supported by an active online community. The Working Group is an open group for all ETIS Telco members and ETIS Associates and some CSS experts are invited from time to time to present on key topics. Please take the time to check out our Working Groups' schedule on the ETIS Calendar.
For more information on how to join ETIS activities, please contact us.


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