Airtel Opens Its 100th NextGen Experience Store In Kolkata

Airtel today said it has opened its 100th Next-Gen customer experience store in Kolkata. The stores aim to provide all sort of service and experience to its customer making them feel like a ‘friend’, a company statement said.

This is the third such store in Kolkata. The operator plans to set up 10 more Next-gens tores in West Bengal over the coming months.

The Next-Gen Airtel Stores have been conceptualized by the UK based 8 Inc. The stores are open and minimalistic by design and do away with all barriers between the customer and the brand, and use latest digital technologies to make the customer experience highly interactive.

The next-gen store has three zones – Share, Create, Experience – where customers can do various activities depending on their choice.

The Share zone allows customers to interact with a Social Wall that collates Airtel stories and 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.

The Create zone 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 that allows customers to pay bills, buy a new SIM, all by themselves. In addition, customers can get a first-hand experience of the Airtel network with the Open Network digital wall and give real time feedback.

“Airtel has also introduced a new behaviour model for in-store staff to reflect the company’s ‘Serve-to-solve’ philosophy that lets staff to focus on solving customer problems. The store staff, referred to as ‘Airtel Friends’ are empowered to deliver a service experience that is expert and warm,” the statement added.

The Next-Gen stores come equipped with Quidini’s virtual queue management platform, which would enable seamless, transparent and timely resolutions at the kiosks. The completely paperless store, also boasts of conversation Hubs, where customers can comfortably have discussions with “Airtel Friends” with regards to their queries.

The Next-Gen stores are part of Project Next – the telco’s digital innovation program aimed at transforming and simplifying customer experience across all of its services and touch points.

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