How Telia is Shaping the Future of Digital Customer Experience
(00:00) Data, Creativity, and Leadership This chapter explores the intersection of creativity, leadership, and technology, featuring insights from Hannah Kohlberg, a leader in strategy and data. We discuss how creativity extends beyond traditional forms like film to include areas such as coding and programming, emphasizing the importance of using data strategically to fuel innovation. Hannah shares how her passion for horseback riding provides a meditative balance and inspiration for her leadership approach, drawing parallels between guiding a horse and leading a team. We also examine the role of AI in enhancing business efficiency, freeing up time for human-centric interactions where creativity and personal touch are irreplaceable. Hannah's journey through diverse industries highlights the synergy between data, technology, and creativity in driving impactful change and innovation. (05:04) Balancing Creativity, Leadership, and Execution This chapter explores the intersection of creativity and strategic leadership, emphasizing the importance of balancing innovative ideas with practical execution. We discuss the necessity for leaders to prioritize and guide creative thinkers to ensure progress and impact, without stifling their innovative spirit. The conversation touches on the critical role of honesty and open dialogue in motivating team members, drawing from personal experiences across diverse industries such as entertainment, retail, and telecom. We also examine how early lessons in handling difficult conversations helped shape an effective leadership style. Additionally, the chapter highlights the significance of team diversity, combining high performers and team players to create a balanced and dynamic work environment. (10:18) Embracing Efficiency and AI in Innovation This chapter explores the journey of creating an in-house AI tool named Optimus at Telia, highlighting the drive for efficiency and personalization in content production. Hanna, who has a passion for change and innovation, shares insights into balancing individual strengths and team dynamics, emphasizing the importance of maintaining a dialogue to enhance both performance and teamwork. We discuss the challenges and rewards of being a team leader, likening it to being a psychologist who understands team and individual dynamics. Hanna's commitment to optimizing processes, like reducing coding times and utilizing AI for content creation, is rooted in the belief that time is a finite resource and should be used wisely. Optimus was born out of necessity to handle the high demand for personalized content, and while currently operating in Swedish, there are plans to incorporate more languages, ensuring not just translation but also the right tonality. The ultimate goal is to allow more time for creativity by automating routine tasks, which aligns with Hanna's vision of constant movement and improvement. (21:29) Customer Experience and Innovation in Telecom This chapter explores the challenges and opportunities in the telecom industry, particularly focusing on how companies like Telia can leverage data to enhance customer experiences. We discuss the importance of seamless integration between digital-first strategies and traditional customer touchpoints, emphasizing the need for a solid data foundation. The role of AI and automation is highlighted as crucial for improving efficiency and service, while maintaining a human touch to ease customer apprehensions about new technologies. I also address the necessity of embedding AI development within the core business operations rather than treating it as a separate entity. Looking to the future, we consider potential shifts in the telecom industry, such as improved customer understanding and engagement, which could redefine the sector over the next five to ten years.
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