Telecoms companies are going through a period of reinvention as they shift from products to services. Elevating customer experience has never been so important.
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Telecoms companies are recognising the need to become customer-centric businesses. At a recent roundtable, sponsored by Coveo and Salesforce, northern European telecoms professionals from Ericsson, Proximus, Telenet and Telia Finland discussed the ways in which the industry is changing
Raising the bar in customer experience
Telecoms markets across northern Europe are shifting rapidly. Product democratisation is entrenched. Loyalty is rock bottom in some countries, while many customers don’t have a deep relationship with their operator. Yet this represents a paradox. Since the pandemic hit, connectivity – via telecoms – is one of the most important aspects of people’s lives.
Contributors
Sibel Bahadir
Vice-president global customer support offering, Ericsson
Sofien Ben Sassi
Head of enterprise digital channels, Proximus
Tabitha Dunn
Chief customer officer, Ericsson
Sami Henlin
Global account director, Coveo
Jasmina Misljencevic
Industry solutions lead, Salesforce
Filip Nuyts
Chapter lead customer experience & product design, Telenet
Kati Riikonen
Vice-president, head of online, marketing & analytics, Telia Finland