A Look Behind the Success of the dtac App & True iService
The dtac app was created with the aim of being a hub for dtac-customer interactions, placing a strong emphasis on in-app-enabled monetization through personalization. True iService has been developed to provide customer-centric before and after-sales service, incorporating automated self-service functions. A study by Harvard Business School has identified diversity as a key factor in the successful development of technology and innovation. In this context, diversity encompasses both inherent diversity and acquired diversity. The people behind the success of the dtac app and True iService share valuable insights into their journeys, where it takes numerous components, including diversity, for these two innovations to succeed today. Delivering Inclusive Experience Tiparpa Suksathit, who has spearheaded the development of dtac app, said the app was first developed in 2010 as a ‘hub of dtac-customer interactions’. As of the end of May 2023, its current version has reached 8.4 million monthly active users, an increase from 7.7 million at the end of 2022. The app's current goal is to attract 10 million users by 2023. There are three major factors behind dtac app’s significant user growth. Currently, its user base comprises nearly 50% of dtac’s customer base. The three crucial success factors are: Capability: The…