CASE STUDY 1 Telia collaborates with Calabrio to transform the customer experience. THE AIM IS THAT A TELIA CUSTOMER SHOULD WALK AWAY, NOT JUST SATISFIED WITH THE SERVICE THEY RECEIVED, BUT FEELING THAT IT WENT ABOVE AND BEYOND THEIR EXPECTATIONS. OVERVIEW T elia Company AB is on a mission to set the customer at center stage, always at the core of the company’s efforts and vision. This comes in providing star-quality service at every level of the customer journey, through a unified omnichannel experience, whether that be over the phone, via digital communications or in-person in-store. The aim is that a T elia customer should walk away, not just satisfied with the service they received, but feeling that it went above and beyond their expectations. It was this ambition that had T

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