Infosys, the global leader in next-generation digital services and consulting, has won the TM Forum Excellence Award in the customer experience and trust category for transforming Vodafone UK into a customer-centric digital service provider. Infosys was recognized for delivering customer delight through automated, omnichannel, and personalized experiences.
TM Forum’s annual Excellence Awards recognize the world’s leading companies for their innovative achievements spanning digital transformation, business and IT agility, customer centricity, product and service innovation in AI, data analytics, autonomous networks and cloud native IT among others.
Infosys worked with Vodafone UK to modernize its IT infrastructure, synchronize channels, and create a new digital experience layer to accelerate speed to market and reduce costs. Infosys’ cloud-first and APIfirst platform leveraged the TM Forum standard for Open APIs to deliver scale and resilience with the Cloudnative platform through Amazon Web Services.
The new Digital Experience Layer (DXL), now a global template for digital transformation across the Vodafone Group, was deployed using DevOps and continuous integration, to accelerate the launch of new services, Infosys said in its press release.
This award-winning digital platform helped Vodafone UK automate over 50 percent of customer interactions, improve sales conversion by 30 percent, and digital sales by 50 percent while tripling their Net Promoter Score. Infosys as the system integrator partner additionally helped Vodafone UK accelerate the launch of VOXI, a social and mobile chat application, and ToBi, an AI chatbot for managing transactions.
Commenting on the development, Ben Connolly, Head of Digital Engineering, Vodafone UK, said, “Digital is the glue that helps Vodafone attract, retain and engage subscribers, and this powerful partnership will rapidly expand the range of our digital services. The digital platform implemented together with Infosys enables Vodafone UK to serve digital natives with new, differentiated, and value-added services. It helps Vodafone UK reimagine services from a subscriber’s perspective. We welcome the opportunity to roll out innovative solutions in the future.”
Anand Swaminathan, Executive Vice President – Global Head of Communications, Media & Technology at Infosys, said, “Vodafone UK’s partnership with Infosys proves how digital transformation can chart seamless customer journeys underpinned by automation and personalization. The nextgeneration telco is a digital-first service provider that engages subscribers with a bouquet of enriching experiences. We will continue to work closely with Vodafone to explore new market opportunities and expand the scope of our digital platform.”
Speaking on the recognition, Nik Willetts, CEO, TM Forum, said, “Congratulations to Infosys and Vodafone for their achievement in this year’s TM Forum Excellence Awards. This year’s winners exemplify commitment to the evolution of the industry through digital transformation, and the impact of TM Forum best practices and standards developed through our member Collaboration Community. Our sincere congratulations to Infosys and Vodafone for playing their part in accelerating digital transformation, and our thanks for their commitment to TM Forum, our members and the telecoms industry as a whole.”
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