FROM TM FORUM LIVE, NICE, FRANCE: European operator KPN is halfway through its ‘simplification’ programme of business and operational transformation, and arguably faces some of its biggest challenges ahead as it braces for a complete overall of its core operations.

Bouke Hoving, EVP of simplification and innovation at the Dutch incumbent, said KPN is pleased with the progress made so far in simplifying its product portfolio and improving customer interactions through digital channels such as the mobile app.

The first three years saw it realise a 20 point increase in its Net Promoter Score (NPS) – an established method of measuring customer experience within the telecoms world – as well as achieve cost savings of €450 million over three years and phase out 80 per cent of its products.

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