Kungälv Municipality has been named the winner in the “Greatest change journey” category at the 2026 Brilliant Awards Customer Experience. The title is awarded to “the organisations that have made the greatest positive progress in their engagement from 2024 to 2025”. Winners are selected based…
I det här blogginlägget delar Hans Nahringbauer, strategiansvarig för Telia ACE, med sig av fem trender som formar kontaktcenterlandskapet 2026. Med över två decenniers erfarenhet av produkt- och strategiarbete inom kontaktcenter har Hans följt utvecklingen i skärningspunkten mellan teknik, affär och kundmöte. I dag ansvarar…
The Swedish trade union Byggnads has, for several years, worked with a clear aim to develop the digital member meeting experience. This commitment has resulted in improved availability, higher quality of service, and clear cost savings. A virtual voice agent built on generative AI, a…
While AI-powered chatbots might be the latest trend in customer service, it’s far from the end of telephony in contact centers. In fact, telephony remains a preferred—and sometimes the only—option for many customers. Need to make an appointment with your doctor? You will probably call…
Did you know that under the Swedish healthcare guarantee, you have the legal right to be contacted by your primary care provider on the same day you seek their services? Contact can mean that you get an appointment at a primary care centre or you…
In an event hosted by Google on the advancements in generative AI, Beata Nylén, Head of Conversational Solutions and Analytics at Telia, took stage to discuss Telia’s initiatives in generative AI. Although chatbots, IVR:s and smart knowledge bases are nothing new to Telia ACE, the…
Make systems work for you You’ve probably heard “Work smarter, not harder” more times than you can remember but somehow the phrase often seems to suggest that smarter really means harder. With Telia ACE Workitem we mean what we say with smarter. It’s all about…
Anyone who interacts with customers or clients in any way, shape, or form, needs to understand the different communication styles and needs between different generations. If you assume that all your customers feel most comfortable using the telephone you risk losing those under 30 and…
Christian, you are part of our team of skilled CX-consultants, please tell us a bit about yourself and your area of expertise? I am an incurable optimist who always believes that everything is possible, there are simply different degrees of difficulty to conquer. Early in my career, while studying, I became a telemarketer and 25 years later…
How has the generative AI wave that ChatGPT triggered last year changed the way businesses view and prioritize their goals and strategies? In line with our annual practice, we once again conducted our AI and employee engagement survey during this year’s edition of Telia ACE Roadshow.…