Telenor ASA · OSL:TEL
Telenor ASA — Investor Day (November 2025)
7 slides from Telenor ASA's investor day presentation, Nov 11, 2025
Slide 1: CMD 2025 Breakout session – Customer Service Transformation in Sweden
CMD 2025 Breakout session – Customer Service Transformation in Sweden June Solbekk Capital Markets day November 11 / 2025
Slide 2: Disclaimer
Disclaimer This presentation, including any related webcast and Q&A session, is only Although Telenor believes that any forecasts, opinions and expectations being made to, and is only directed at, persons to whom such presentation implied in forward-looking statements are reasonable, no representati
Slide 3: June Solbekk, CMO Consumer, Telenor Sweden
CMD 2025 June Solbekk CMO Consumer, Telenor Sweden 3
Slide 4: Starting point: Complex set-up and flat cost development despite falling call volumes
Customer Service Transformation in Sweden Starting point: Complex set-up and flat cost development despite falling call volumes B2C customer service OPEX & calls 2019 -2023 Two outsourcing partners -0.3% Different customer experiences for mobile & fixed 3.5 3.1 3.1 2.9 2.7 Outdated systems, multiple
Slide 5: Two years into the journey, we have established a new operating model and way-of-work
Customer Service Transformation in Sweden Two years into the journey, we have established a new operating model and way-of-work yielding significant value creation Moved to hybrid Modernized call Multi-skilled Consolidated operating model routing and deployed agents billing systems for with outsourc
Slide 6: 24/7 customer service at half the cost, higher quality & double sales
24/7 customer service at half the cost, higher quality & double sales Our ambition: Our approach: Examples: Digital first, proactive service with A combination of • Automizing simple, repetitive tasks such as invoice-related questions multi -skilled customer agents, operational excellence • Scaling
Slide 7: Thanks.