We aim to provide great customer service

Customer experience as a spearhead
An important part of VodafoneZiggo's strategy is its focus on customer experience. Jeroen says: "The cooperation between Vodafone and Ziggo has enabled us to offer combined services on fixed and mobile. We are quite successful with this, given the number of customers using both Vodafone and Ziggo." The telecoms company keeps a close eye on customer needs and expectations when developing new technologies and services. "Our customers are at the heart of everything we do. With the design of our network and the introduction of new technologies such as 5G (and 6G after 2030), we want to ensure that our customers experience that it works anytime, anywhere. This combined with an extensive media offering. Not only online, but also offline, as for example with our Priority program for concerts and other live events.

Jeroen emphasises that customer satisfaction is not just about the technical performance of the network, but also about the overall experience and value customers get from their services. "It is about providing not only a reliable connection, but also solutions and services that make our customers' daily lives easier. So we are busy further improving and optimising our customer  journeys. So a pleasant and smooth interaction with our company, especially when something is not working properly."

For now, we can move forward with 5G

Jeroen explains: "We are only at the beginning of the many possibilities offered by 5G technology: With 5G, we can connect many more devices and this opens the door to a wide range of new applications, such as, for example, smart applications in cities, advanced healthcare and remote control of drones."  With this, we are already taking a big step towards a fully connected world. VodafoneZiggo is now also getting actively involved in the development of 6G through the Future Network Services program, in collaboration with research institutes and other European companies. Jeroen adds: "I don't see 6G as a new technology, but as a further development of the current 5G technology. About every ten years we switch to a new generation.  Among other things, 6G offers improved possibilities for IT applications to talk to each other over the telecom network, and in the process even greater reliability and availability of telecom services."

Collaboration and innovation

VodafoneZiggo is participating in FNS for two reasons: Jeroen: "As an operator and innovator of technology, we also see it as our responsibility to get to grips with new technology.

We recruited and onboarded two Industrial PhD students.  Teaming up with other colleagues, they are developing the concepts and software for the latest generation of intelligent networks with support from TU Delft (Program Line 2). That means working on the blueprint of what we call 6G, and on ways proactively monitor the network and adjust it each time. Such that the applications on the network run optimally.

In addition, together with all other parties in the FNS program, we want to create framework conditions for networks that are always available. This will also make the ICT applications our customers use increasingly reliable."  For instance, the majority of network disruptions can be prevented by measures that minimise power outages at our energy suppliers. It would also help if authorisation procedures for installing antennas were given a shorter lead time. This would make it easier to improve coverage. As a result, users will be able to rely on our network services in even more situations."

Future
"Our networks must be able to support the increasing demands and applications in our society" concludes Jeroen. "We cannot do this alone and therefore believe in working with various partners who realise these applications."

Want to read more? See VodafoneZiggo