埃森哲：2020年COVID-19在通讯和媒体行业中的快速反应报告-埃森哲（英文版）（27页）.pdf

1、 Connecting, informing, supporting Navigating the human and business impact of COVID-19 in the Communications Source: Accenture Client Value analysis based on iShares Global Comm Services ETF for Communications and an average of S closure of theme parks Suspension of in-person audiences for televise

2、d events Delays in new content accelerate digitization build flexibility and speed into ad sales explore rapid cost reduction and management approaches to optimize resources 1.As stores close, realign workforce to ramp up contact center capacity to handle increase in customer contacts 2.Ensure onlin

3、e commerce is made easy and convenient for both consumers and businesses as demand shifts from physical to digital 3.Pro-actively engage with customers keeping them informed of relevant updates and support services 4.Set up a Design Studio facility to analyze customer data, understand needs and leve

4、rage this to enrich service catalogue and customer offers 5.Support cashflow- challenged consumers and businesses As well as creating an Elastic Digital Workplace for their people, Communications and Media organizations are assessing and quickly mobilizing their responses to the impacts of COVID-19.

5、 Response Governance Business Continuity Network Management Customer Intimacy Content invest savings into growth areas & next investments Customer Intimacy: Set up a Design Studio facility to analyze customer data, understand needs and leverage this to enrich service catalogue and customer offers Sc

6、ale AI powered care and continuously add intents and improve performance Automate customer interactions and redesign and simply processes to reduce call volumes Scale digital journeys Analyze customer data to understand needs and adapt service offering accordingly Identify acceleration programs to b