Earlier this week, Telenor Digital’s Chief Revenue Officer, Helge Steen-Johnsen, participated in a panel at the virtual Telecoms World Asia 2021 event. The topic How do we engage our customers? Using technology to provide a human touch was a highlight on the CX Strategy agenda, and a topic close to heart for Telenor Digital.
Helge shared his personal experience working with Mobile Network Operators across Europe and Asia to modernise customer interactions leveraging opportunities provided enabled by new technology. He especially highlighted the importance of telcos working together with digital partners and services, to create the best customer experience online. With joint incentives to keep the customers connected, telcos and digital service providers should work together to create seamless user experience. With millions of subscribers getting disconnected everyday due to low or insufficient balance, there is a large potential to improve customer satisfaction, as well as revenues, by offering simple, low-friction alternatives to top-up (via small loans or access to digital wallets).
Helge was joined in the panel by
- Sandra De Zoysa, Chief Customer Officer, Dialog Axiata
- Su Ann Lim, Industry Head, Telco, Google
- Sri Safitri, EVP, CX & Digitalization, Telkom Indonesia
- Helge Steen-Johnsen, Chief Revenue Officer, Telenor Digital
- Anila Fredericks, Head of Customer Service Operations, Telstra
All of whom added valuable insights and reflections on the topic.
An online recording of the session is available until November 30th on the virtual platform of the event. Register here for a free pass.