In this insightful episode of the Digital Customer Experience Podcast, hosted by Daniel Paul, we dive into the transformative journey of the telecom industry with Jenny Garnet, EVP of People and Change at Tele2. Jenny shares her expertise and perspectives on the integration of AI and human empathy in redefining customer interactions, focusing on strategic shifts from volume to value to enhance customer loyalty and satisfaction.

Topics Discussed:

Future of AI in Customer Experience (0:00:00 - 0:04:21):

• The evolving landscape of AI in telecom.
• Tele2's strategic transformation focusing on value over volume.
• Balancing professional ambitions with personal well-being.
• Jenny's passion for running and her dream of a tech-free getaway in Fiji.

Strategic Transformation in Telecom Industry (0:04:21 - 0:13:39):

• Convergence of business, HR, and communication.
• The role of digitalization in customer experience.
• Challenges of IT legacy systems and AI integration.
• Importance of data in shaping future telecom success.

Enhancing Customer Experience in Telecom (0:13:39 - 0:28:39):

• Embedding customer experience (CEX) into organizational culture.
• Signature practices and their impact on customer interactions.
• The role of AI in automating tasks and maintaining human empathy.
• Case study: AI chatbots at Teletubbies.

Useful Timestamps:

• 0:00:00 - Introduction to the future of AI in customer experience.
• 0:04:21 - Discussion on strategic transformation and digitalization.
• 0:13:39 - Enhancing customer experience and AI's role in telecom.

Additional Notes:

• Jenny emphasizes the importance of upskilling talent to meet digital demands.
• The necessity of balancing technology with a human touch in customer service.
• Tele2's efforts in creating a customer-centric approach and nurturing long-term relationships.

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