Tag: CX

CX in the new operator world

In the new operator world, customer sensitivity to faults is rising while demand for greater transparency is growing. How can carriers improve customer experience, combining technology with a human touch?

CX, ITIL and farming – Bernd Hesse has got your back

In this, the last of our ‘meet the team’ blogs in 2021, we meet Bernd Hesse, a business service manager from our CX service management team, based in Frankfurt, Germany.  Bernd has been with Telia Carrier for over 20 years and seen a huge amount of innovation and change in terms of what our customers […]

CX Networks 2022: Patience, Trust and Pride

As we come to the end of the year, we want to reflect on what we have accomplished and where we can do better. For Telia Carrier, Customer Experience (CX) is about empowering our people to always do better. The heart of making CX a success is the sense of ownership that everyone in our […]

CX in the USA: Anthony Manocchio

Recently, we decided it was about time we spent some time introducing you to the team at Telia Carrier that makes the customer experience (CX) we deliver the best in the industry.  That isn’t just our opinion, customers tell us time and time again that we are there when they need us, whether it is […]

On the front line of CX: Vera Skogoreva

At Telia Carrier our commitment to customer experience (CX) is second to none and we constantly look at how we can make improvements to how we deliver services and respond to incidents on our network.  Our CEO, Staffan Göjeryd, explains it in an earlier blog, but the heart of making CX a success is our […]

CEO BLOG: Shaping a New Era of Customer Excellence

Today signals the start of a new era for Telia Carrier as we officially become a standalone company with a new owner, Polhem Infra – a company focused on long-term infrastructure investment and backed by some of the largest Swedish pension funds. As I reflect over 20 years as part of the Telia family, not […]

CEO Blog: Building a Culture of Excellence

When it comes down to choosing a service provider, there are many things to consider – from product features and technology platforms to contract terms and pricing. But at the end of the day, what does it all really boil down to? At Telia Carrier, after many years spent asking our customers for feedback, we […]

Automation for the people

Having the number one rated fiber backbone in the world is of course great, but speed and capacity are not the only things that are important to customers – or to us, for that matter.  Keeping that network going takes a lot of work because, no matter how hard you try, components fail and unexpected […]

An FAQ doesn’t cut it for customer service

We all know what it is like to have a bad customer experience.  They can come in many forms, whether it is navigating a website, dealing with an assistant that doesn’t understand the products they sell, or customer service agent that lacks the technical skills to help with your problem.  Heck sometimes it can be […]

Standing out through customer experience

While CX seems simple, it’s hard to get right. It starts with culture, such as the humility to realize that your customers are more important than you. Recently, I was interviewed by Capacity Magazine about Telia Carrier’s heavy focus on customer experience – you can read the full article below. Q. Why is customer experience […]

Customer Experience – A Short Guide to Long-Lasting Relations

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. At Telia Carrier, our award-winning customer experience […]