A framework for B2B customer experience management in Telia Norway
Naseri, Maryam (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121429931
https://urn.fi/URN:NBN:fi:amk-2022121429931
Tiivistelmä
This study examined B2B customer experience management at Telia Norway and identified development challenges. This required an examination of the CX management processes throughout the organization. It examined employee and process stakeholder roles, co-creation, and customer engagement on B2B customer experience. The business and development teams improved services for customers, employees, and other stakeholders by understanding customer experience and needs.
This thesis described the complexity of B2B customer experience and examined how a better understanding of B2B CX could help companies develop better products and CX. Research included literature, company documentation, and employee interviews. In its daily operations, the case company prioritized customer needs and product development, according to the findings.
As a conclusion, the company has made significant progress toward digitalization and adjusting the modern product development mindset across the entire organization; however, as with any transformation, it requires a substantial amount of effort and change in order to become as agile as possible and to quickly respond to changing requirements and expectations. CX ambition and VOC are two remarkable initiatives that have been launched in the past few years, and the company is making tremendous strides in developing a data lake of all customers in order to comprehend their needs and complaints.
This thesis described the complexity of B2B customer experience and examined how a better understanding of B2B CX could help companies develop better products and CX. Research included literature, company documentation, and employee interviews. In its daily operations, the case company prioritized customer needs and product development, according to the findings.
As a conclusion, the company has made significant progress toward digitalization and adjusting the modern product development mindset across the entire organization; however, as with any transformation, it requires a substantial amount of effort and change in order to become as agile as possible and to quickly respond to changing requirements and expectations. CX ambition and VOC are two remarkable initiatives that have been launched in the past few years, and the company is making tremendous strides in developing a data lake of all customers in order to comprehend their needs and complaints.