In the core of network and telecom services winning customers’ hearts

Shirute trained TeliaSonera to ideate customer experience management and to envision the Sonera Experience.

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.
Kaisa Ilola
Director, Head of Quality & Planning, TeliaSonera


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. 


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