Pretty Good Guess

How do you spark a Wow! in customer conversations? Who better to learn from than the Chief Concierge of Berlin’s Ritz-Carlton Hotel?

Thomas Munko joined my colleague Diorella Stern and me to discuss about magic moments and empathy in service. Thomas convinces us: Having a pretty good guess at what the customer might want next can translate into great AI-driven customer interactions at Deutsche Telekom. Bringing this to life for our customers in our service hotline is another example of tight cooperation of Deutsche Telekom's service and innovation/IT units. Listen in!