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Digital Transformation – Meeting the challenges
Globalization and technological innovation has led to an increasing competition between telecommunication service providers and has eroded traditional product-and service-based differentiation. One way to gain a competitive advantage is to create distinctiveness by improving customer experience in such a manner that it leads to higher customer satisfaction and loyalty. One of the drivers to improve the customer experience is the service interface. To improve this service interface,doi:10.18690/978-961-286-170-4.25 fatcat:xeh7ydxvpvd7ridygm5pe55mwi