Bharti Airtel yesterday announced its Project Next, where the company is looking to make the network completely digital. The Project Next is aimed to transform the customer experience across all of Airtel services and touchpoints.
Airtel has revealed three key aspects of the Project Next- fully digital service centres, postpaid promise, and revamped Airtel Secure. Airtel also revealed that it has plans to invest up to Rs. 2000 crores over the next three years under Project Next.
The first major thing with the Project Next is the next-generation Airtel stores under which the company is looking revamp the offline store experience.
To transform its in-store experience, Airtel spent almost 2450 hours observing customers, and mapping traffic flows within its stores. Based on these insights, Airtel is redesigning over 2500 Airtel stores across India.
Notably, these Next-Gen Airtel Stores have been conceptualised by the UK-based 8 Inc, who also build the Apple stores in the past. The first two Next-Gen Airtel stores are already live in Gurgaon, New Delhi.
The new stores are open and minimalistic by design and come wrapped in digital technologies to make the customer experience highly interactive through the concept of Share, Create, and Experience.
This is the zone where customers interact with a Social Wall that collates Airtel stories and Airtel customer experiences from across the country on a digital screen. The aim is to inspire customers to imagine the possibilities enabled by the Airtel network.
A first-of-its-kind, interactive experience allows customers to explore and discover Airtel services. In this zone, they can design their own solutions digitally on a Touch Screen Table Top.
The new stores have Digital Entertainment Hubs that enable customers to explore and experience Airtel’s digital content offerings – movies, music, Live TV, games and more. The stores also come with Digital Self-Serve zones. Also, customers can get a first-hand experience of the Airtel network with the Open Network digital wall and give real-time feedback.