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.
“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.