Långholmsgatan 27
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+46 70 773 32 04
info@helloziggy.com
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Telia

Lead Digital Agency

Design, Strategy, UX

As Telia's Lead Digital Agency we help them increase online sales, create the best customer interaction and drive digital transformation.

Digital readjustment. Increased sales. More satisfied customers and a clear understanding of the digital medium’s vital role in moving business forward. These are the pillars of a comprehensive digital transformation project taking place within Telia Sverige.

Their goal for 2018 is to conduct half of all sales through online channels. An aggressive goal the organization is intensively working towards under the direction of its chief executives.
Since 2014 the work has been lead by Telia’s new digital director, Tommy Jarnemark, who has many years of experience with the media industry.

“What attracted us to Ziggy was your focus on NPS and your insights on what will be required of us as a company, the journey that is required of us as a company. You were really spot on in that with NPS.”

“We must re-examine our way of thinking and way of working. I have worked with digital media for ten years. Digital transformation is very much a journey to become more customer-driven in your way of working. Digitalization has put the customer much more in the center. That´s a challenge for almost everyone.”

In its digital transformation, Telia has chosen Ziggy Creative Colony as its Lead Digital Agency.

“We made a major procurement. What attracted us to Ziggy was your focus on NPS and your insights on what will be required of us as a company, the journey that is required of us as a company. You were really spot on in that with NPS.”

Another insight is the omnichannel behaviour of the customer. Customers will move between different channels – such as online, physical store, mobile and customer service – therefore they must have a uniform experience across all channels. The primary channel, however, will be digital.

Telia uses Net Promoter Score, NPS, as a tool in the customer transformation. NPS is a model for measuring customer satisfaction, measured as the percentage of customers who would recommend the company. For Telia, the goal is to reach an overall value of at least 50, a rather ambitious venture in an industry characterized by low ratings in customer surveys.

“Our goal is to become fully customer-driven, we cannot do this in any other way. The credibility of the industry as a whole is quite low. But we have a strong brand and a potential to change this.”

Telia has a strong position in the telecom industry but today it’s seeing competition from a variety of industries.

“Our customers compare us with Google, Apple and Netflix and the way these services work. It’s super interesting. We see ourselves as a digital immigrant who must adapt to meet all the digital natives.”

Ziggy contributes with, among other things, strategy, UX, visual design, content strategy.