“ The agile and innovative way of work of Shirute suited us very well in a situation, where we needed to get a new point of view to customer experience development. “
Challenge
TeliaSonera provides network access and telecommunication services that help people and companies communicate in an easy, efficient and environmentally friendly way. Sonera has a complete range of mobile and fixed services and is the leading mobile operator in Finland.
TeliaSonera wanted to have a solid grasp of the current state of its customer understanding, customerships and customer relationship management efforts.
Solution
With a fast-paced, visual workshop methodology, Shirute made it possible for TeliaSonera to crystallize its customer experience management needs, organisation and activities. As a result, Telia-Sonera was able to design a path to follow, in order to successfully develop its customer experience strategy. This plan is in line with the vision to become a world-class service company, as suggested by the company’s brand promise.
- A fast way to draw a comprehensive picture of the currently on-going efforts and needs for customer experience development in TeliaSonera
- Shared understanding of the current challenges and programme priorities
- Preliminary ideas on the strategic focus and objectives, roles and responsibilities for the Sonera Experience target state planning