Jio effect or not, Airtel promises a world of benefits to its customers and this particular one is a biggie

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While Airtel consumers are still dealing with network issues, Airtel just announced ‘Project Next’ that includes a slew of initiatives targeted to make customer experience “simple, interactive and transparent”.

Ever since Reliance Jio’s entry in the telecom space in India, there have been many changes in the way incumbent telecom operators have carried out their business. We saw what happened to the telecom tariff after Jio launched its commercial services in September last year. The impact seems to be still on.

Airtel announced that it plans to invest up to Rs 2000 crores over the next 3 years under Project Next to launch several digital innovations to up the “simplicity and interactivity” of the Airtel customer experience. Airtel could be looking at it as an extension to the earlier announced Project Leap initiative wherein the company announced investment to build future ready network.

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."

So Airtel says it has spent some time (“2450 hours” to be precise) observing customers and mapping traffic flows within its stores. One of the biggest announcements for Airtel consumers is Airtel’s “Data roll over promise” where consumers can carry forward their unused data from the previous month to the next billing cycle. This will allow consumers to get te best out of the data pack and will result in no data wastage. This is an industry frist move and can certainly benefit the consumers. Consumers can avail this new feature from 1st August, 2017.

Apart from the data roll over plan, Airtel also announced redesigning of its over 2500 Airtel stores across India. Airtel says the new stores will be open and minimalistic by design, and will have digital technologies to make the customer experience highly interactive through the concept of Share, Create, Experience. As part of the project even the Airtel App will get a makeover. The new App is looking to provide real time experience from change of plans to real time notifications to fulfilment of services and self-care.
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