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Getting customer experience right

The Telia Carrier customer experience (CX)

In this article, Andy Haynes, COO of Telia Carrier talks about:

  • What customer success means for Telia Carrier
  • The role sales, delivery, and incident resolution processes have on improving CX
  • Why Telia Carrier’s organization is grouped into segment-specific delivery teams 
  • How Telia Carrier empowers CX with technology
  • A 20% increase in Net Promoter Score (NPS) in company’s latest customer survey

When you think about network service providers, “superior customer service” might not be the first thing that comes to mind. But today’s customers have more choice than ever before and choosing a provider that embraces the value of its customers is an increasingly important factor in the selection process. 

So, what are the pillars of a successful customer experience program? Telia Carrier’s Andy Haynes was recently interviewed by Pipeline Magazine – download the full article here: “Getting CX Right with Telia Carrier”. 

“We want our customers to want to work with us, and for that you have to be humble and empathetic.”
Andy Haynes, COO of Telia Carrier

People-defined networking

Telia Carrier offers something different, and it all starts with a unique culture - a culture that cares. It has helped us to create an effortless experience, with 80% of network issues solved in the first call and an industry-leading Net Promoter Score (53). We put the engineers that build and maintain the network in the frontline; empowering them with cutting-edge tools - for greater control and a faster response.
 
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