Fortunato Bertello, customer services executive director for Cable & Wireless, Panama, is speaking on day one of the LTE Latin America conference, taking place on the 16th-17th April 2013 at the Windsor Barra Hotel, Rio de Janeiro, Brazil. Ahead of the show we speak to its customer services executive director about its LTE roll-out.
How has your roll out been going?
The move to LTE has brought many changes not only in terms of technology, but also in terms of customer processes as well so it has been very challenging keeping pace with our road map as it was previously defined.
Do you think that LTE offers great opportunities for monetisation or does it present challenges?
Definitively it does present challenges, but also opportunities. Currently we are in the advanced stage of rolling out an M-Wallet project, taking advantages of LTE features.
To what extent does the introduction of LTE raise the bar in terms of customer expectations?
Customers are demanding more ways to do business and make transactions so we have to solve the problem of how to enable them to do that. LTE is one of the enablers of that.
What do you think will be the most exciting new development in LTE in 2013?
From the customer service perspective, which is my expertise LTE in 2013 will present valuable opportunities to consolidate virtual channels of interaction, increasing self-service, service-on-demand, and providing a channel for instantaneous feedback to give control to the customer. This empowerment will be translated from the customer service representative to the customer.
The LTE Latin America conference is taking place on the 16th-17th April 2013 Windsor Barra Hotel, Rio de Janeiro, Brazil. Click here to find out more about the event.