Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent interactions and highlights the role of active listening and leadership in empowering teams to transform contact centers into value centers.

“Implementing the nudging strategy is a big undertaking, but if you get it right, you’ll see a massive improvement in customer satisfaction and conversions because you’re giving people what they want, when they want it.” - Christian Hörnebrant

Christian Hörnebrant highlights the powerful effect of small, targeted actions to enhance customer service. He emphasizes the importance of empathy and active listening, advocating for a shift away from outdated metrics. By guiding customers through personalized experiences, contact centers can boost satisfaction and loyalty. The key to this transformation lies in training agents in active listening, prioritizing customer needs, and positioning contact centers as vital contributors to business value.