A promising future for telecommunications?Marek Slacik, CEO, Telenor Danmark

Danish telcos have a serious image problem

Bottom

out of 50 services!

Source: http://www.forbrug.dk/~/media/20141206%20Forbrugerforholdsindeks%20samlet%20rapport.pdf

48, 49 and 50That’s the positions telco services get in consumer surveys.

The message is clearGive us better network coverage

47% have experienced “holes” in their network coverage

Give us better service

64% want customer serviceoutside of regular work hours

Give us more simplicity

23% think that telcos don’tkeep their promises

Source: Telenor survey.

Stuck in complexity

Dominated by silo mentality

Poor customer journey due to relentless hunt for Gross Adds

Customer experience journey

Gather info

Evaluate Buy Onboard First bill RenewGet help

Source: LiveWork analysis.

Googel McK

Telcos are 3-5 years behind everyone else

Change of direction

Customers first

We can’t make customers happy without a great network

Best connection (coverage, speed & experience)

Content delivery network (streaming, capacity)

Security (handset, data, infrastructure)

We can’t make customers happy without great service

Customer centricity transformation (culture, products)

Service concepts (24/7, loan phones, perfect start)

Omni-channel interface (kill channel silos)

We can’t make customers happy without making it simple

Get rid of the spaghetti legacy

Radically simplify product offering

Make it work

STORM

Collaboration is the way of the future

Questions

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