weeks 2020, November 16 -27
Our traditional ACE Roadshow moves online and has been redesigned into a concept that we call ACE Customer Experience Weeks. Over the course of two weeks we will air daily 30-minute morning webinars.
Of course, all sessions are free of charge!
Scroll down to find the complete schedule and all speakers.
Our daily morning webinars will cover everything from technology trends, crisis management and best practice to self-service solutions and news in Telia ACE. Scroll down to see the schedule.
All webinars are held first in English and then, one hour later in Swedish. Choose the one that suits you best. You reach both versions via the same link that you will receive in an e-mail a week before the actual date.
We start off with a bird’s eye view with Fredrik Lemming who has 18 years’ worth of experience from the customer meeting and is the Sales Director of Telia’s contact center solution. Fredrik is a skilled and entertaining speaker and if you have attended our previous events you have already seen him in action.
I will bring you up to speed on the current trends and set the scene for the Customer Experience Weeks. But I can already reveal that I will challenge a number of truths in our field – false ideas that may cause us to run in the wrong direction if we buy in to them. Is telephony dead? Is contact method really a question of generation? I will also talk about the risks of acting as if CX means Company Experience.
If you look a few years ahead. What self-service-solution do you look forward to the most?
I agree with Elon Musk who says that the best is the one that we do not need. But when it comes to self service solutions I look forward when they are at least as good as the human alternative in every area. That’s not quite within reach just yet, however.
Smart routing! About what it is, why it is important, what affect the choices you make and what effects it will have. Of course, we will also share examples of how customers have chosen to route contacts in different situations.
Do you either of you have any hidden talents?
Mats: I have a talent that might be unexpected even though it’s not hidden. If you have been on a bus in the area around Uppsala, Sweden, you have heard my voice as I am the one who calls out the stops.
Monika: I have climbed telephone poles with pole-climbing shoes, so you can say that I have learned telephony from the ground up.
Everything that makes a business process run faster and more smoothly is positive for both the customer and the supplier. It increases satisfaction, increases conversion rates and improves traceability. During the session I will share figures and best practice. If the digitalization was an apple tree, then I would say that e-signatures is one of the pieces of fruit that will require the least effort to pick.
Do you have an example of an analogue workflow that you wish could be digitalized?
In Sweden we have come a long way with tools such as BankID and Swish. But we still lack a solution for contracts, such as when you hire a builder or electrician. An app that would make it possible for both parties to sign the contract electronically would be great.
One of all the exciting things that we have done over the past few years is to acquire the broadband company Get and to transfer their contact center into Telia ACE. In my presentation I will touch upon that project and the work we do to achieve synergy effects and collaboration. How you can optimize the use of the resources when you come from different organizations, are located in different cities, and work together with outsourcing partners. But Telia Norway’s journey is of course also a story of rapid growth and business development.
What development in technology regarding the customer meeting do you think is the most exciting right now?
I am very excited to discover ACE’s Interaction Analytics-capabilities, and to use them to improve our customer service centers. Both with regards to improving the quality metrics in our customer dialogues, but also to target root causes through increased insight. Through these new capabilities we can improve our customers’ experiences – and win their hearts.
A great deal if you ask me. Once you know how human beings work as biological creatures, we can use that knowledge to shake up a rewarding cocktail of hormones and neuropeptides in our customers’ brains. Feeling safe is at the core of it and I will share how to provide psychological safety regardless of what channel you meet your customer in. From chatbot to phone call and in something as simple as an error message.
Ok, but if you were a chatbot, what kinds of questions would you answer?
I am great at improvising when I am cooking, so if the customer just writes what stuff they have in the fridge and in the cupboards, I can deliver a recipe in no time.
Yes, I will show how to make an ROI-case based on the efficiency in the contact center, sales efficiency, CX and contact volumes. Today it is possible to use technology to structure and analyze the content of all the customer interactions. The information can be used to reach conclusions and make decisions. It is called interaction analytics.
You have worked with customer experiences for many years. Are there any experiences that you would rather live without?
What annoys me the most is when it feels like a company is hiding from me as a customer. I want to come into contact with them, but it takes such a long time to find the right information that I become irritated. That’s the friction that people in my line of work want to help polish off.
I have chosen a few things that I think are particularly interesting and valuable. Functionalities that I know that many have waited for and that have a significant strategic weight. One Widget is one of them as well as our new ACE Recording G2. There will also be news from ACE Coach. If you are lucky you will also get to tag along behind the scenes and meet a couple of our awesome developers.
It sounds like you have your dream job right now, but what did you dream of as a young boy?
That depends on how you define young. As a teenager I wanted to work with programming and computers, but if we go even further back I wanted to become a scientist or a journalist.
One simple reason is that AI and automation will become increasingly more relevant in order to create good customer meetings. There are several technology trends that are important to keep track of, such as the development toward super-agents and AI for analysis and insight. And no session about Telia ACE and AI would be complete without an update on our collaboration with Google.
What did you dream of working with when you were growing up?
I couldn't quite decide whether I should be an animal keeper at a zoo or an astronaut. In a way you can say I found a good compromise, as I both get to explore as well as working close to living creatures.
Put simply it is about analyzing system- and business data in order to optimize staffing with as great a precision as possible based on the organization’s goal. During the Corona spring it became very clear that it is important to be adaptive and to explore how different functions can be used during peaks. I will discuss how you can manage through a crisis and will share best practice, for example about how you unleash the power of the system tools when the volumes change drastically.
It sounds like you are into analysis and solving problems? What fictitious character would you say best describes your personality?
I believe that the Swedish cartoon character “Skalman” describes me the best. He is a technical and chemical genius and has a lot of useful stuff in his shell. (Ok, he is also somewhat of a know-it-all, but he has a good heart.)
Can you share just a little something about your talk?
Without saying too much I can say that I will talk about how we worked together with our customers to handle the challenges that arose during the corona crisis. You know the old saying “think outside the box”? Well, that’s exactly what we did. Of course, we do not wish for any other crises, but if they do happen, we are ready.
Did you bring any other insights from your time in the military?
Absolutely! To be thrown into a completely new context together with 50 other people as an 18-year old was incredibly educational. It made me curious about what our needs are in different situations and the importance of making sure that everyone has understood what has been said and decided. Among my friends I am known as “the diplomat” (even though I have to admit that I sometimes forget to listen to other people when I am focused on reaching a goal).
Yes! It appears to me that many have bought into the fact that we are headed towards a digital customer meeting with self-service and AI, and have already signed an agreement with us as a strategic partner. But from there it is not always a straight road ahead. During my presentation I will go through a number of questions that will make it easy to turn strategy into concrete steps towards the organization’s goals.
Not only where you among the first in Sweden to have an e-mail address. Rumor has it that you e-mailed a prominent politician?
At that time not that many people used e-mail, and the only person I knew of who did was Carl Bildt who was the Prime minister in Sweden at the time. So I e-mailed him and invited him to my birthday party two years in a row. The first time I got an answer from his secretary saying he couldn’t make it. The second year he actually answered himself and asked what kind of a party it was. Since he didn’t show up I assume he felt it wasn’t his cup of tea.
Our customers share their stories!
Yes, it really is, and we often hear it from our customers. Especially when it comes to applications with new technology when there isn’t an established best practice. Therefore, we reached out to our customers who have already come a long way with chatbot and ACE Knowledge and have asked a bunch of nosy questions. Our customers, from different Nordic countries, treat us to insights about everything from how to place the chatbot on the web to how to run internal training sessions and follow up the effects.
Do you have an example from your life where you have learned from looking at others?
My first consulting assignment was as a Robotic Process Automation-developer and I learned to develop in Blue Prism by watching a YouTube-account called “Busy Ping”. Generally speaking I learn the best by watching or reading about how others are doing it/have done it. I am a huge fan or YouTube-tutorials and of googling.
Yes, now we become really concrete from a system perspective. Based on the trends that have been highlighted in other sessions we will take a close look at how we will develop the platform to meet the needs of the future. Some of the things that we will talk about are self-service, AI, Google assist-integration and how we imagine that the super agents will fly safely through the most complex tasks.
How high will a super-agent be able to fly in five years?
They will still be sitting comfortably in an office chair when the fly through the tasks, but compared to today’s agents they will probably have access to super knowledge and super tools.