'Digital native' user experience
A full, digitally supported sales and servicing journey goes hand-in-hand with a stable IT environment. We are putting extra focus on platform and infrastructure improvements that increase the resilience of digital customer tools:
Customer insights tools – We are further evolving from a reactive from a reactive approach that uses customer feedback or surveys, to a proactive approach. We will use our monitoring tools to detect problems more quickly in order to take action before any complaints would come up or more customers would be impacted.
Agile software delivery – We’ve introduced additional software deployment slots that are in line with our agile methodology lifecycles to deliver new features to our customers on a bi-weekly basis.
Number one entertainment platform - We aspire to make our entertainment platform Pickx the number one streaming service on the market, providing a broad offer of content and features that add to the viewing experience. Over the coming years, we will further personalize the customer experience through profiling and targeting of specific customer segments.
This, as well as extending the search and filter options to include the various content metadata fields, will allow for a more advanced content discovery. Additionally, Pickx will support cross-device use, enabling the viewer to easily switch devices in the middle of a content piece.
Leading app ecosystem
We continue to expand our digital app ecosystem. This comprises a set of products and services (such as MyFootprint, MyProximus, Banx, Doktr, 4411, ..) that guarantee a uniform and superior customer experience
Data analytics and AI
We completed a major milestone in our data transformation through a new data platform that consolidates and structures our data in a secure and compliant-by-design manner.
The platform takes Proximus a step closer to becoming a truly data-driven company that can make the right decisions for its customers, based on the valuable insights the platform provides.
Furthermore, the platform will be a key enabler for our AI ambitions that were underscored by the 2022 launch of Proximus Ada. The new data architecture aims to ensure high quality data, based on logical organized streaming to democratize the data usage.
Proximus Ada is Belgium’s first center of excellence in AI and cybersecurity
Two domains that will help society to address today’s challenges – namely, energy and mobility.
AI already plays a crucial role in optimizing the allocation of our (scarce) resources by steering energy consumption based on actual needs or through smart traffic management to reduced congestion and emissions.
Our cybersecurity capabilities will enable us to offer these smart solutions securely.
This new affiliate is crucial in gaining operational efficiency for Proximus. For example, we have developed AI models allowing us to improve our operational efficiency in the following domains:
- Sales: via predictive routing, customer calls are automatically linked to the appropriate personnel.
- Field technicians: to avoid unnecessary interventions as well as determine what expertise is needed.
- Logistics: to better distribute mobile devices to shops.
- Customer management: to detect fraud.
- Fiber deployment: to improve quality through image recognition.
Scalable and compliant data infrastructure
We are building data-driven architecture based on a scalable and secure infrastructure. To exploit the full potential of our data, we employ state-of-the-art big data infrastructure, an advanced- analytics toolset, an intuitive self-service interface and solid governance.
One European digital ecosystem
Since June 2021, Proximus has been a board member of Gaia-X. This European project is drafting a proposal for the next generation of data infrastructure. Its aim? To lay the foundations for an open and transparent digital ecosystem. This membership puts us at the forefront for the provision of innovative digital products and services, together with other European stakeholders from a variety of industries.
Modular, cost-efficient IT landscape
We are pursuing a modular, resilient and cost-effective IT landscape. New digital services are key to attracting customers and play a meaningful role in their daily lives. Therefore, we developed a holistic approach to IT, in order to improve cost-efficiency. Initiatives included:
- simplifying technology infrastructure based on modern and cloud-based solutions;
- implementing an engineering-oriented culture with reduced overheads and fewer coordinating roles;
- practices that increase automation in the software delivery process;
- simplifying business processes and products to reduce IT complexity;
- exerting clear control over demands on IT through a company-wide prioritization process.
By reducing costs, we are evolving towards pure, future-proof IT infrastructure. In the future, we will further modernize or dismantle our legacy IT components to enable applications to run seamlessly across technologies.
