The project will involve revamp of its 2,500 retail stores besides transforming in-store experience on a digital platform
Bharti Airtel, country's largest telecom player, will invest Rs 2,000 crore over the next three years under its 'Project Next' which will transform customer experience across all its services and touch points.
"This is the first step towards making Airtel a digital services provider," Gopal Vittal, managing director and chief executive officer (India and South Asia), Airtel, said.
The project will involve revamp of its 2,500 retail stores besides transforming in-store experience on a digital platform.
This new initiative has come two years after Project Leap where it had announced plans of investing Rs 60,000 crore over three years in network transformation.
Mobile users of Airtel will be able to accumulate as much as 200 GB data on their postpaid account starting August 1 this year.
In an announcement on Monday, the company said the unused data will be rolled over to the next month for a postpaid mobile user which currently gets lapsed after the monthly bill cycle.
Airtel is conducting trials for VoLTE (Voice over LTE) service in five cities and expects to commercially launch services in the later part of this year.
Airtel has spent about 2,450 hours observing customers and mapping traffic flows within its stores. Based on these insights, it is redesigning its stores across India. The Next-Gen Airtel stores have been conceptualised by the UK-based 8 Inc. The first two Next-Gen Airtel stores are LIVE in Gurgaon.
Besides, postpaid users will also be able to create customised solutions for the family by adding multiple postpaid connections to their account, and enjoy savings of up to 20%. They can pool and share their data benefits across all connections.
It also introduced 'Airtel Secure' - a digital smartphone protection suite, where customers can now protect their smartphones against accidental/liquid damage for a monthly rental of Rs 49.
Airtel Secure also comes with Norton Mobile Security Suite, which includes anti-malware protection, and an app advisor that flags privacy risks such as intrusive behaviour. It also safeguards against phishing and malicious web sites browsed via Wi-Fi or carrier networks.
"We look at the customer journey holistically and have identified 17 moments of truth. At each of these moments, our aspiration is a eliminate customer frustration and make the experience better via digital innovation," Vittal said.
On tariffs, he said, the tariffs in the industry are the lowest ever and such kind of compression has never been seen before. However, he refused to give any guidance on tariffs whether they will fall further or remain stagnant.
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