the next generation customer service? - quicksearch...”next generation telco for businesses”...
TRANSCRIPT
![Page 1: The next generation customer service? - Quicksearch...”Next generation telco for businesses” Swedish telecom market dominated by 4 BIG players… 37 billion SEK 6,600 employees](https://reader033.vdocuments.net/reader033/viewer/2022050205/5f584182f7514a17f75d2449/html5/thumbnails/1.jpg)
The next generation customer service?
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”Next generation telco for businesses”
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Swedish telecom market dominated by 4 BIG players…
37 billion SEK
6,600 employees
16 billion SEK
2,600 employees
12 billion SEK
1,700 employees
7 billion SEK
1,300 employees
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~20%
~0% ~0%
-~5%
…with crazy low customer satisfaction!
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Disrupting an analogue industry
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Advantages from being the disruptor…
…and how to use it!
Why the customer is king…
…and how to use that!
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Old legacy vs New possibilities
Customers
Technology
Team & Behavior
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”The customer can fire everyone in the company from the
chairman and down, simply by choosing someone else!”
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Its always about the customers!
Telness started with ~200 designed
customer journeys…
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What is Service Design?What is a customer journey?
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Customer perspective
Internal perspective
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How to do this scalable?
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Is customer focused and gives happy customers
Learnings service design
Increases effectiveness and enables scalability
Gives consistency in experience and processes
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Excel where it matters! → Find and design your most important journeys
Most common? Most critical?Possibility to stand out?
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What´s your most important customer journey?
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“The only thing you know about the future is that it will always change”
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Tack!