SUNRISE | UPC
“ At the beginning of 2021 , we took the time to think about the future and what functions we would need in this special situation and it was clear that we need , next to the classic departments , a strong architecture and partner management . To be able to give the focus on customer journeys , the capability of digital was set up as an own department — strongly collaborating with platform delivery .
“ You probably think that this could be a problem , mainly if you think about the delivery cycle , as the digital departments are fully agile and platforms are going with bigger releases , and you are right . This difference in delivering , that we had to overcome , was changing the cycles and in giving slots , so that we can accommodate all the wishes coming up ,” said Pellegrino .
He highlighted the challenges of the merger during the pandemic and how they used technology for colleagues to work from home . “ The homework policy was introduced at the same time as the new organisation was being set up and we ended up working with leads only through technical channels and web conferences .
“ Without having the opportunity to read the body language , or to even get to know each other , the main key was the clear communication and listening was crucial during this very challenging period for both our employees and customers ,” he said . “ Next to the difficulties of having a lot of new systems from one day to another , it was also key to understand the new culture along with the emotional intelligence .”
“ Together , more speed and entertainment . Sunrise and UPC complement one another perfectly as customers benefit from the fastest and most reliable 5G network from Sunrise and Switzerland ’ s leading gigabit fibre optic cable network ”
FABIO PELLEGRINO SENIOR DIRECTOR PLATFORM DELIVERY , SUNRISE UPC
Customer experience In the past , the main interaction between customers and Sunrise UPC was through phone or shops but the customer experience and expectation has changed . datacentremagazine . com 67