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  4. > The Celcom focused on operational efficiency and high-quality customer experience to gain market leadership

Malaysian mobile operator Celcom was lagging behind other operators in operational KPIs in 2012. It gained market leadership in less than 18 months by focusing on improving operational efficiency and customer experience. This Comment provides an overview Celcom’ business and IT transformation, as examined in our report Celcom’s business and IT transformation significantly improves customer experience and loyalty.

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The Celcom focused on operational efficiency and high-quality customer experience to gain market leadership

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