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VodacomVision 2020
We digitise and simplify the customer
experience, substantially enhancing the
quality of service by:
Using Big Data analytics, machine learning and
AI to provide a complete 360 degree view of
the customer.
Providing customers with a seamless, fully
integrated one-channel experience, ensuring
consistent, personalised and efficient customer
engagement, both online and in-store, with digital
the dominant support channel and MyVodacom
app the channel of choice.
Developing high-technology stores of the future
that use biometric and IoT-enabled services, and
augmented and virtual reality.
Increasing the use of automation, robotics and
biometrics to optimise the customer experience
and achieve operational efficiencies across our
engagement channels.
Best Customer Experience
We provide the most
engaging customer
experience, blending
the best of
technology and
human interaction in
a personal, instant
and easy way.
Providing the most engaging customer experience
across all channels creates an important source of
competitive differentiation. In line with our vision of
becoming a leading digital company, our goal is to
digitise the customer experience and substantially
enhance the quality of service we provide, so that we
lead in net promoter score (NPS) in each of our markets.
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Vodacom Group Limited
Integrated report for the year ended 31 March 2018