"We're moving customer service from being a reactive problem-solving centre to becoming a proactive heart of the business"
Postkodlotteriet has won the Swedish Customer Service of the Year awards three years running.
Jenny Sämsjö, Customer Service Team Manager, shares the journey towards a more data-driven way of working, where customer insights, self-leadership, and continuous learning are at the center.
"It's about being brave, daring to believe in new technology, and seeing that you can develop and adapt it to your operations".
"I still believe human contact will remain important"
"We are very personal in our customer interactions - and that is our strength."
"AI Buddy makes it possible to give feedback immediately, and employees can set their own goals and track their own progress"
To understand which factors influence the customer experience, Ving had Indicate me analyse customer calls using AI. The result: the lowest customer satisfaction score (CSI) improved significantly — by 11 percentage points.
