Telecom Argentina Wins NPS Leadership Award

November, 2024 — At the Huawei OTF (Operations Transformation Forum) summit held recently in Istanbul, Turkey, Telecom Argentina was honored with the prestigious NPS Leading Award for its innovative data-driven NPS management. This award not only recognizes Telecom Argentina's outstanding achievements in user experience management but also underscores its successful transformation in the highly competitive telecommunications market.

With Argentina's mobile market penetration reaching rate of 130%, maintaining and improving user loyalty is essential to sustaining growth, and NPS management becomes a key factor in this endeavor.

In this context, the company introduced a novel NPS management strategy. Leveraging advanced technologies such as big data, AI, digital twins, large language models. Focusing on product satisfaction (PNPS), network satisfaction (NNPS), and service satisfaction (SNPS), the company developed a solution that spans all services, all processes, all user journeys to deliver high-quality products, optimized network experiences, and personalized services.

This NPS strategy supports experience management across both mobile and fixed networks and establishes a model capable of predicting changes in user satisfaction trends and adjusting service strategies accordingly. Additionally, the company has developed a comprehensive insight system to measure user experience at key events, such as music festival scenarios, allowing real-time customer satisfaction monitoring. It also launched the integrated Wi-Fi Pass package for fixed-mobile convergence, offering a 360-degree enhancement of user satisfaction.

Thanks to this innovative NPS management, the company has achieved significant results. According to statistics, the company's mobile network NPS has consistently led in the first three quarters of 2024, with a notable year-on-year increase. Similarly, fixed network NPS has shown a steady rise. This strategy reflects the company's customer-centric service philosophy, driving innovation in user satisfaction strategies.

Looking toward the future in the era of AI-driven digital transformation, Telecom Argentina will continue to optimize its NPS strategy to provide users with even higher quality services and experiences.