We are transforming Vodafone’s global operating model
We are transforming Vodafone’s global operating model by being Digital ‘First’ – delivering a fundamentally improved customer experience, powered by new technologies, while structurally lowering our cost base.
Digital customer management
We are increasing the use of technology to communicate with our customers and help solve queries and issues.
Our artificial intelligence (AI)-powered chatbot, TOBi, is fielding thousands of customer enquiries a month – helping customers find solutions faster and easing the pressure on our customer call teams.
Vodafone shared services
Vodafone has 20,000 team members within our shared services across the group, under the banner _VOIS. This is a digital operations centre of excellence.
Digital technology management
Over the last two years, we have created 3,500 FTE role efficiencies through robotics, artificial intelligence and process optimisation.
Our teams have continued to identify further cost saving and efficiency opportunities in addition to this initial target in a number of areas.
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