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

Danish telcos have a serious image problem Bottom out of 50 services! Source: gerforholdsindeks%20samlet%20rapport.pdf 48, 49 and 50 That’s the positions telco services get in consumer surveys.

The message is clear Give us better network coverage 47% have experienced “holes” in their network coverage Give us better service 64% want customer service outside of regular work hours Give us more simplicity 23% think that telcos don’t keep 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 EvaluateBuyOnboardFirst billRenewGet 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 ? ? ? ? ?