In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. It has grown from being the largest IP network in Europe to one of the top two global carriers powered by the Internet backbone, as ranked by internet performance analysts DYN.
I had a chance to sit down with Simon Dodsworth (SD), VP, Voice and Mobile; Rickard Bäcklin (RB), VP Brand & Marketing, and Linda Bennet- Jansson (LBJ), CX Manager to discuss their relatively young customer experience (CX) program.
What is the mandate for the CX program at TSIC?
RB - It’s an important part of a longer journey. Back in 2011, we initiated a bold transformation project within TSIC. To redefine customer demands in the wholesale space, we looked beyond the internal club of network people, focusing on the future end-user and the demands they would put on us in the carrier industry.Read more