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Case Study

Digital Transformation at KPN: Navigating Organizational Distruption

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KPN. a leading provider of ICT services in The Netherlands, needed to make two seemingly conflicting moves almost simultaneously: radically improve its operational efficiency and strengthen its customer experience. Learn how they did it in this case study from MIT Sloan Center for Information Systems Research (MIT CISR).

Copyright © Massachusetts Institute of Technology, 2019. This work was created by MIT's Sloan Center for Systems Research (MIT CISR).


Industry: Communications Service Providers Product Area: Platform Solution Area: Customer Engagement Solution Area: Operational Excellence Topic: Digital Transformation Topic: Operational Excellence Topic: Personalized Customer Experiences

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