The latest technologies carry the promise of a more inclusive society where everyone can thrive. They are capable of responding to major social challenges that lie ahead. To maximise the potential benefits, it’s up to us to help create the conditions for a digital society in which everyone can act with total confidence.
Innovation feeds on trust
A society only works when it is based on trust. The trust we place in our institutions, the leaders we vote into power, the media we depend on to keep us informed, and our economy and currency. We rely on scientists, doctors, experts and specialists. Society is built on the fact that we trust them, and share this feeling with our communities. This trust ensures we can live alongside each other and engage in the world around us.
This trust has reached a crisis point: according to the latest surveys, our trust has eroded particularly towards the media, governments and economy. This trend has perhaps been provoked by the proliferation of fake news and political and financial scandals. Large tech companies are just as much at fault: massive data breaches, business models that threaten our private lives, lack of transparency when it comes to algorithms… in fact users are urging companies to guarantee they can be trusted. More than half of all consumers are choosing to buy from or boycott a brand based on how they respond to a societal issue.(2018 Edelman Earned Brand study)
At a time when the Internet of Things, 5G and Artificial Intelligence are developing rapidly and prompting revolutionary new uses, the time has come to meet this legitimate expectation. How can we build a digital world people can trust in? As a leading multi-service operator, it’s up to Orange to assume this responsibility. It is only on this condition, that innovations can enable meaningful progress for people, society and the planet.
The trust that binds people together is a fragile bond, constantly put to the test and based on both rational decisions and emotional feelings. Because we firmly believe it isn’t a given, we’re committed to proving our reliability in everything we do.
Trust can’t be taken for granted: it has to be earned every day.
Our network is the lifeline of our business and it’s one of the main reasons why you trust us.
It has our Orange employees to thank for its quality, working to develop, enrich and innovate its performance whether it crosses the land or sea. In all our operating countries, our teams deploy and maintain networks that adapt to their environment, sometimes in extreme conditions.
Civil engineering works accidentally cutting lines, bad weather or theft of copper cables are all unforeseen events that operators must overcome when restoring the essential network as quickly as possible. Orange is committed to ensuring network uptime and also proactively plans recovery processes in case of unforeseen events.
What we do with your data
Our data philosophy is based on trust. Protecting personal data and respecting your private life are long-term commitments. The Group has always operated within a strict data protection framework, and today its network of Data Protection Officers ensures compliance with new regulations.
Our role as a telecoms leader puts us in a firm position of responsibility when it comes to the data we process. Some is analysed by our teams to understand your uses so we can continue to improve our services. Whenever possible we also anonymise data. By removing all personal information we can carry out statistical analysis for some of our customers (footfall, origin and movement) through our Big Data Flux Vision solution.
Trust and listening at the heart of customer relationships
In each of the 220 countries and territories where Orange is present, the Group invests to improve its customer relationships in innovative ways and show how it is committed to offering unmatched experiences when it matters most to you. Here, we highlight the support Orange offers over the long term.
We understand how important it is for you to have seamless, high quality and reliable connectivity, whether mobile, fixed line or internet. That’s why one of our main strategic priorities is providing enhanced connectivity. We also appreciate how essential it is to maintain high-quality customer relationships. This relationship is built over time, each time you interact with one of our services. You need a high quality connection to our networks on the move, at home or at work, or when you stream content from our entertainment platforms. It also comes into play every time you visit a shop or website, when you call customer services or when you talk to one of our technicians during a call-out to your home.
Our ambition is that, however you contact us and whatever the reason, we will continue to develop a relationship based on trust. We know how vital it is to listen to your needs and personalise every interaction. We work hard to provide simple and effective support the first time you contact us. In our smartstores, our flagship points of sale, we also give you the chance to try out our products and services and chat to advisors about them in a warm, friendly and welcoming environment. You can count on our colleagues around the world to bring you personal, effective, genuine and attentive levels of service.
Deutsche Telekom and Orange: manifesto for a digital Europe
Today’s technology is founded on transparency and security, and this is the key to making Europe a stronger and bolder digital force. At Orange, we’re already implementing this approach in collaboration with Deutsche Telekom. Let’s find out how.
The starting point: a European strategic alliance on AI
Deutsche Telekom and Orange share the same values and have already formed a European strategic alliance on artificial intelligence (AI). Over the last two years, the two companies have brought together a team of 150 French and German engineers to work on a common project. Together, from Châtillon in France to Darmstadt in Germany, they’ve been developing common AI software and hardware components, while pooling their skills and resources in this field.
Understanding the social impacts of technology
In an era of fake news and increasing mistrust of politicians, institutions, the media and more recently social networks; citizens expect companies to take a clear stand and act meaningfully when it comes to the major societal changes driven by digital. That’s why Orange is developing and implementing a positive, human and responsible vision of technology – one that is constantly questioned and enhanced through the Digital Society Forum.