Optimizing Experience, One Interaction at a Time: My Ncell Internship

Abstract

    This report presents an overview of my internship experience as a Customer Experience Intern at Ncell Axiata Limited, one of Nepal’s leading telecom companies. The primary objective of the internship was to contribute to enhancing customer satisfaction through digital engagement initiatives and user-centered improvements. This role provided a valuable opportunity to understand how telecom services can be aligned with customer needs in a digital environment.
During the internship, my responsibilities included testing and evaluating the Ncell app and website for overall performance and functionality. I also collaborated with the team to draft responses for the website chatbot and create in-app notifications that improved user communication.
The insights gathered throughout this internship emphasized the importance of aligning digital communication with customer expectations. Moreover, ensuring consistency in service quality across all platforms is essential for maintaining a positive brand experience and meeting evolving customer demands.
In conclusion, this internship experience enabled me to bridge academic knowledge with real-world application. It strengthened my skills in digital strategy, customer insight analysis, effective communication, and teamwork. I gained a deeper understanding of how strategic planning and constant feedback loops contribute to building long-term customer loyalty in the telecom sector. This hands-on experience has been instrumental in shaping my professional growth and interest in customer experience management.

Keywords: Customer Experience, Digital Engagement, Data Analysis

Ms. Sudeshna Bista 6408040025, Advisor by: Dr. Cheol Je Cho, บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program), บริหารธุรกิจ (Business Administration), บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program), 2/2567 (2024)