{"id":14201,"date":"2020-09-23T13:56:34","date_gmt":"2020-09-23T13:56:34","guid":{"rendered":"https:\/\/www.borngroup.com\/?page_id=14201"},"modified":"2022-02-03T17:18:23","modified_gmt":"2022-02-03T22:18:23","slug":"vodafone","status":"publish","type":"page","link":"https:\/\/www.borngroup.com\/work\/vodafone\/","title":{"rendered":"Vodafone New Zealand"},"content":{"rendered":"\n\n\n    \n\n\n  \n  <section class=\"cs-2-hero cs-2-hero--light\">\n    <div class=\"cs-2-hero-main\">\n            <img decoding=\"async\" class=\"cs-2-hero-bg\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/vodafone_cover-1440x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/vodafone_cover.jpg\" alt=\"\">\n      \n            <div class=\"cs-2-hero-main-client-desktop\">\n        <p class=\"label-heading\">Client<\/p>\n        <h1>Vodafone NZ<\/h1>\n      <\/div>\n    <\/div>\n\n    <div class=\"cs-2-hero-content container\">\n      <div class=\"cs-2-hero-details grid\">\n        <div class=\"cs-2-hero-section cs-2-hero-main-client-mobile\">\n          <p class=\"label-heading\">Client<\/p>\n          <h1>Vodafone NZ<\/h1>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Project<\/h5>\n          <p>Standardizing CX<\/p>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Industry<\/h5>\n                      <p>B2C<\/p>\n                      <p>Telecommunications<\/p>\n                  <\/div>\n        <div class=\"cs-2-hero-section cs-2-hero-section--services\">\n          <h5>Services<\/h5>\n                      <p>Customer Experience (Cx)<\/p>\n                      <p>Service Design<\/p>\n                  <\/div>\n\n        <img decoding=\"async\" class=\"cs-2-hero-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/Vodafone-Lopo-White.svg\" alt=\"\">\n      <\/div>\n\n      <img decoding=\"async\" class=\"cs-2-hero-screenshot-desktop\" src=\"\" srcset=\"\" alt=\"\">\n    <\/div>\n  <\/section>\n\n<style type=\"text\/css\">\n .label-heading{\n  font-size: 13px;\n    font-weight: 700;\n    line-height: 1.34;\n    text-transform: uppercase;\n    letter-spacing: 0.02em;\n }\n<\/style>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Background<\/h2>\n    Vodafone Group is a British telecommunications company with global presence. It&#8217;s New Zealand operations set multiple milestones in the country, including being the first to introduce 3G as a service in 2005. Today, the giant covers 98.5% of the population with 4G services accessible to over 96% of the country.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Brief<\/h3>\n    CX is regarded as one of the major strategic pillars for Vodafone in New Zealand, yet there were over 26 customer journeys with various teams producing these journeys. As a result, there were silos within the organization, a lack of universal standards, and an inconsistent approach to service design &#8211; which we were tasked with standardizing.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Goals<\/h3>\n    Our goal was to streamline and improve Vodafone&#8217;s CX standards, as well as their operational experience and service functionality. We were to define the experience, create a baseline, and extend a standardized customer journey format across the organization.\n  <\/div>\n<\/section>\n\n\n\n\n<section class=\"cs-point  cs-point--dark container\">\n  <div class=\"cs-point-content\">\n    <h2 class=\"h5 cs-point-title\">Strategy and Insight<\/h2>\n    We combined insight-driven CX and strategy frameworks to deliver the best outcomes. Our agile delivery process involved two-week sprints that allowed for continuous delivery and improvements.\n  <\/div>\n<\/section>\n\n\n\n<section class=\"case-study-screenshot-section case-study-screenshot-section--light\">\n      \n                  <img decoding=\"async\" class=\"csss-screenshot\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/vodafone_cover_2-1280x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/vodafone_cover_2.jpg\" alt=\"\"  >\n          \n          <\/div>\n      <\/section>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Solutions<\/h2>\n    Combining strategy, customer research, and behavioral science, our team redefined Vodafone NZ&#8217;s service design as well as its customer journey approach and format. \r\n\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Outcome<\/h3>\n    Our accelerator methodologies delivered a customer-centric approach at speed. Vodafone NZ was able to apply a catalog of behavioral nudges to review their current user journeys.\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Long-Term Value<\/h3>\n    Vodafone NZ is now in a leading position for the best in design standards. This initiative promoted ownership and utilization of customer insights to create a shared understanding across the business. \n  <\/div>\n<\/section>\n\n\n\n\n\n\n<section class=\"banner    banner--fullscreen   banner--has-overlay  \">\n      <div  aria-hidden=\"true\" class=\"banner-background lax\" style=\"background-image: url('https:\/\/static.borngroup.com\/uploads\/2020\/10\/digi_cover-1.jpg')\"><\/div>\n  \n  \n  <a href=https:\/\/www.borngroup.com\/work\/digi2\/ class=\"banner-content-holder\"  >\n    <div  class=\"banner-content container lax\">\n      <header class=\"banner-header lax\" >\n                  <div class=\"u-text-small-caps\">Next Case Study &#8211; Digi<\/div>\n                          <img decoding=\"async\" class=\"banner-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/Digi_logo.svg\" alt=\"\">\n              <\/header>\n\n      <div class=\"banner-copy lax\"\n              >\n        <div>\n                      <h2 class=\"banner-title\">Creating Connected Experiences with a Headless Architecture <\/h2>\n          \n          \n                      <div class=\"banner-tagline banner-tagline--half-width\">\n              <p class=\"\">Digi Telecommunications sought a headless commerce solution to power new business growth and to integrate both digital and physical channels.<\/p>\n            <\/div>\n          \n          \n                  <\/div>\n\n              <\/div>\n    <\/div>\n  <\/a>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":595,"menu_order":537,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"service":[12,17],"industry":[75,27],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14201"}],"collection":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/comments?post=14201"}],"version-history":[{"count":57,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14201\/revisions"}],"predecessor-version":[{"id":24296,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14201\/revisions\/24296"}],"up":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/595"}],"wp:attachment":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/media?parent=14201"}],"wp:term":[{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/service?post=14201"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/industry?post=14201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}