Telefónicawatch

Telefónica España brings back the human touch with CX overhaul

2025-06-17T14:27:00

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Source: Telefónica

Movistar por Ti is to be extended across the Spanish unit’s customer base, featuring a platform-based approach to customer services underpinned by AI, but emphasising support from actual people.

This article includes:

  • Organisations: Atento; Movistar; Pepephone; Telefónica; Telefónica España.
  • Geographic: Spain.
  • People: Pedro Serrahima.
  • Themes: Age recognition; AI; call centre; competition; customer experience; MultiSIM; personalisation; platform strategy; simplification.

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