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Digitising and optimising the customer experience
We have six strategic priorities aimed at blending the best of technology and human interaction in a
personal, instant and easy way:
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Driving digital:
Our goal is to drive digital sales transactions, both in absolute numbers and as a percentage
of total sales, across our various digital channels. We are investing in richer and more intelligent interfaces,
Big Data analytics, and IT-based customer engagement and management tools to optimise the customer
experience and achieve greater efficiencies across all channels. We have made valuable progress in our drive
to get customers to start their sales journey online, and finishing in-store to collect their device.
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Store of the future:
We will be further modernising and digitising our retail channel, providing a retail model
that is globally aligned, locally segmented and that creates a consistent emotional connection for
customers to the Vodacom brand. We will be showcasing our digitally transformed retail channel experience
with the reopening of our flagship Vodacom World, providing customers with a more personalised
experiential journey, and demonstrating the potential in the areas of IoT and technology.
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One-channel:
Our aim is to provide a seamless, fully integrated one-channel experience, creating a
phenomenal customer experience ensuring that Vodacom is incredibly simple to do business with.
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Channel economics:
We will be reducing reliance on the traditional wholesale channel, and optimising the
channel mix by encouraging a shift to digital, using Big Data analytics to drive efficiencies across all
channels.
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Segment and counties:
Building on the early successes of our segment-based county, cluster and
micro-cluster model, we will be using this model to drive our targets to secure and consolidate our
leadership in market share per segment and county.
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Terminal and logistics:
We will maintain our strong focus on driving penetration of smartphones, reducing
the usage of 2G devices, and embedding Consumer IoT uptake.
Strategic Enabler
To track our progress on digitising the customer experience we use the digital NPS key performance indicator to
measure our customers’ digital exposure to our brand campaigns, digital touch points, offerings and services.
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