Airtel announces Rs. 2,000 Cr Project for enhancing customer experience

Bharti Airtel has announced the launch of Project Next - its digital innovation program aimed at transforming customer experience across all of its services and touch points.

The company plans to invest up to Rs. 2,000 crores over the next 3 years under Project Next to launch several exciting digital innovations to step change the simplicity and interactivity of the Airtel customer experience. Project Next complements Airtel’s massive investments towards building a future ready network under Project Leap.

Gopal Vittal, MD & CEO (India & South Asia), Bharti Airtel said, “At Airtel, everything that we do starts with our customers and we are obsessed about delivering a great experience to them. We look at the customer journey holistically and have identified 17 moments of truth. At each of these moments, our aspiration is to eliminate customer frustration and make the experience better via digital innovation."

To transform its in-store experience, Airtel is redesigning over 2,500 Airtel stores across India. The Next-Gen Airtel Stores have been conceptualized by the UK based 8 Inc. The new stores are wrapped in digital technologies to make the customer experience highly interactive through the concept of Share, Create and Experience.

The Share zone helps customers to interact with a Social Wall that collates Airtel stories and Airtel customer experiences from across the country on a digital screen. In Create zone, customers can design their own solutions digitally on a touch screen table top. The new stores have Digital Entertainment Hubs that enable customers to explore and experience Airtel’s digital content offerings - movies, music, Live TV, games and more. The stores also come with Digital Self-Serve zones. In addition, customers can get a first-hand experience of the Airtel network with the Open Network digital wall and give real time feedback.

Airtel has also unveiled a new version of MyAirtel App (www.airtel.in/myairtelapp) that makes the entire customer experience real time. From change of plans to real time notifications to fulfilment of services and self-care, all of this will now be enabled with a click of a button.

Airtel Postpaid customers no longer need to worry about losing unused data at the end of the month. In an industry first, starting August 1, 2017, all Airtel Postpaid customers will now be able to carry forward their unused monthly data quota to the next billing cycle.

In just a few clicks on MyAirtel App, postpaid customers can now create customized solutions for the family by adding multiple postpaid connections to their account, and enjoy savings of up to 20%.

If a customer’s device is accidentally damaged, Airtel will arrange for a pick-up of the device, get it repaired from an authorized service center and deliver it back to the customer. What makes Airtel Secure unique is that it is the only solution to offer damage protection for smartphones up to two years old.

Airtel Secure also comes with Norton Mobile Security Suite, which includes anti-malware protection, and an App Advisor that flags privacy risks such as intrusive behavior. It also safeguards against phishing and malicious web sites browsed via Wi-Fi or carrier networks.

Tags: Airtel, bharti airtel, project next, digital innovation program, Airtel customer experience, Gopal Vittal md bharti airtel, Airtel stores across India, MyAirtel App, myairtelapp, Airtel Postpaid customers, Norton Mobile Security Suite